Client Success Manager

As a Client Success Manager, you'll own the day-to-day client relationship, operational delivery and contract performance across an agreed portfolio of client accounts, ensuring services are delivered to a high standard and clients receive a responsive, professional and well-governed experience.
Working primarily with operational client stakeholders, including Health & Safety teams, Facilities Managers and service leads, you'll build strong relationships, manage agreed account workstreams and coordinate internal teams across Consultancy, Technical, Helpdesk and Service Delivery. On larger enterprise accounts, you may support defined workstreams under the direction of the Client Success Director.
This is an accountable client and operational leadership role, combining relationship management, service oversight, contract governance and continuous improvement. You'll monitor SLAs, KPIs, service risks, client actions and operational trends, ensuring issues are progressed effectively and practical improvements are identified and delivered. Strong communication skills, commercial awareness, sound judgement and a proactive approach are key to success in this role.

Client Relationship Management

• Act as the primary day-to-day relationship owner for an agreed portfolio, managing operational client stakeholders and building strong working relationships.
• Maintain regular communication with clients to understand priorities, expectations, risks and feedback, ensuring actions are captured and progressed.
• Lead effective client review meetings, providing clear updates on operational performance, actions, risks and improvement opportunities.

Service Delivery & Compliance

• Own operational delivery across assigned accounts, ensuring services are delivered in line with contractual requirements, SLAs, client protocols and quality standards.
• Monitor KPIs, service risks, client actions, quality metrics and client feedback, driving continuous improvement where required.
• Coordinate resolution of high-priority issues with internal teams, escalating specialist technical matters to the appropriate subject matter expert.

Account Governance & Operational Coordination

• Work closely with Consultants, Technical Managers, Scheduling and Helpdesk teams to ensure client requirements are understood, planned and delivered effectively.
• Support consultant onboarding and knowledge sharing for client-specific requirements, ensuring service teams have the information needed to deliver consistently.
• Provide operational reporting focused on performance trends, recurring issues, practical service improvements and agreed next steps.

Commercial Support & Growth

• Maintain accurate account information, action trackers and governance records to support effective service management and internal visibility.
• Support forecasting, debt management, quotations and fee review activity by providing accurate operational and client account information.
• Identify growth opportunities through day-to-day client engagement, escalating significant opportunities to the appropriate commercial or senior account lead.

Qualifications

• Relevant qualification in Business, Account Management, Customer Success or a related discipline, or equivalent practical experience.
• NEBOSH General Certificate, IOSH Managing Safely or equivalent health and safety qualification (desirable).

Experience

• Minimum 2-3 years' experience in an Account Management, Client Success or similar client-facing role.
• Experience owning day-to-day client relationships and managing operational stakeholders.
• Experience supporting service delivery, contract performance, client retention, SLAs, KPIs and action tracking.
• Experience using reporting information to identify trends, risks and practical service improvements.
• Experience of working within a compliance, health and safety, facilities management, property management or related environment.
• Experience using Microsoft Office, particularly Excel, Word and PowerPoint, and collaborative business systems.
• Experience working with SaaS products or software-based service solutions (desirable).

Role Details

• Location: Remote based with travel to meet with colleagues and clients (including regular meetings in London)
• Working Pattern: 37.5 hours per week across Monday to Friday from 9am – 5:30pm
• Reporting to: Head of Client Management

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Annual Leave: 25 days holiday in addition to usual bank holidays.
• Wellbeing – Health cash plan, company sick pay scheme, gym discounts, cycle to work scheme, mental health first aiders and an enhanced employee assistance programme
• Financial – Salary sacrifice pension scheme, exclusive shopping discounts, EV Salary Sacrifice scheme, access to affordable ways to buy white goods and tech
• Family – We enhance statutory family leave entitlements, run charity events throughout the year to support our charity partner Mind, provide group life insurance and offer a one‑off two‑week paid life‑event leave after five years of service.
• Community – Volunteer days, religious holiday swaps and proud Bronze Award status under the Armed Forces Covenant Employer Recognition Scheme, reflecting our commitment to supporting veterans, reservists, service leavers and military families.
• Social – We host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – We’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library