Senior Client Success Manager — Hybrid, B2B & Escalations

CTI Digital; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

28 days annual leave

Hybrid-working

Workplace nursery scheme

Health cash plan

Cycle-to-work scheme

Flexible working hours

Employee well-being programme

Relaxed working environment

Company socials

Job summary

A leading digital agency in Manchester is looking for a Client Success Manager to oversee critical and reactive support functions. The ideal candidate will have substantial experience in B2B agency settings, managing client relationships during escalations, and operational leadership. Responsibilities include ensuring service quality, managing support budgets, leading incident responses, and developing training programs. Attractive benefits include hybrid work, extensive leave, and wellness programs.

Qualifications

• Strong operational leadership in a B2B services environment.
• Experience managing support budgets and commercials.
• Ability to lead difficult client conversations and manage escalations.
• Proven track record in designing and improving support processes.
• Experience in managing service performance and SLA reporting.
• Capability to deliver structured training for clients.
• Knowledge of web technologies and CMS platforms.
• Calmness in high-pressure situations.

Responsibilities

• Own the running of Critical and Reactive Support operations.
• Act as senior contact for clients during escalations.
• Manage expectations and service boundaries with clients.
• Own SLA performance and service reporting.
• Track support budgets and identify commercial risks.
• Design and deliver client training sessions.
• Lead incident management during critical issues.
• Work across teams to improve support services.

Skills

B2B Agency or Professional Services Experience

Commercial & Budget Ownership

Senior Client Escalation Management

Operational & Process Leadership

SLA & Service Performance Management

Training & Enablement Experience

Digital Platform Knowledge

Calm Under Pressure

Tooling & Reporting

Tools

Jira

HubSpot

Job description

A leading digital agency in Manchester is looking for a Client Success Manager to oversee critical and reactive support functions. The ideal candidate will have substantial experience in B2B agency settings, managing client relationships during escalations, and operational leadership. Responsibilities include ensuring service quality, managing support budgets, leading incident responses, and developing training programs. Attractive benefits include hybrid work, extensive leave, and wellness programs.