Client Success Manager

Design Dough is a creative subscription studio. Clients pay a monthly fee and get ongoing access to a full creative team, across design, brand, motion and video, instead of hiring in-house, briefing an agency project by project, or managing a roster of freelancers. The work changes constantly: a campaign one month, a pitch deck, a rebrand rollout or a run of social assets the next.

We sit at the premium end of that market and compete on creative quality, speed, breadth of capability and how easy we are to work with, with AI-native workflows behind the speed. That last point, how easy we are to work with, is what this role exists to protect.

We are looking for a confident, organised and highly communicative Client Success Manager to own the day-to-day relationship with our clients.

You are the main point of contact between our clients and our creative team. When a client submits a new request, wants an update, has feedback, suggests a change or asks a question, you are the person they speak to. You are also the person who makes sure the creative team has everything it needs before work starts, and who sets the dates everyone then works to.

This is a highly client-facing role, so excellent spoken and written English is essential. You should be comfortable leading conversations, asking the questions other people avoid asking, managing expectations honestly, and making sure everyone knows what is happening and when.

It is not an inbox-watching role. Most of the value sits in judgement: knowing when a brief is not ready, when a revision has quietly become a new brief, and when a client needs a call rather than another message.

What you will do

• Be the main point of contact for your clients, and build relationships that make working with us easy.
• Take in new requests, feedback, questions and ideas, and make sure each one is clear before it reaches the design team.
• Confirm scope and priority, set realistic deadlines, and make sure everyone is working to the same dates.
• Coordinate with the designers so work keeps moving and nothing sits waiting on an answer.
• Keep clients updated on progress, and raise any change or delay early rather than after the fact.
• Manage feedback rounds, and turn client comments into clear direction the designers can act on.
• Handle the first line of communication whenever an issue or question comes up.
• Keep requests, decisions and deadlines organised and up to date.
• Spot ways to improve the client experience, and suggest them.

Who we are looking for

Essential

• Excellent spoken and written English. You will be leading client conversations daily, in writing and on calls.
• Confidence leading a conversation, including asking clarifying questions and delivering news a client does not want to hear.
• Strong organisation. You can hold many live requests across multiple clients without anything slipping.
• Sound judgement on scope, priority and when to escalate.
• Proactive by default. You raise things before they become problems rather than reporting them afterwards.
• Comfortable working independently in a small, remote, early-stage team where process is still being built.

Nice to have

• Previous experience as a Client Success Manager, Account Manager, Client Services Manager or Project Manager.
• Experience inside a design, branding, creative, marketing or digital agency.
• An eye for design, or experience working on design/creative projects.
• Experience coordinating designers or other creative professionals.
• Understanding of creative briefs, feedback rounds, scope and project timelines.
• Curiosity about AI tools and how they change creative production. We are an AI-native studio and we expect everyone here to be interested in that.

Tools you will use

• ManyRequests, our client portal, where requests are submitted and tracked.
• Monday, where production is managed internally.
• Slack, Loom and Google Workspace for day-to-day communication.

The details

• Location: South Africa, Remote
• Hours: 9-6 UK