Head of Customer Success

Head of Client Success

NR Socials

Remote, Full time.

R30,000 to R40,000 per month.

Core overlap with UK business hours, 9am to 5pm GMT/BST.

ABOUT NR SOCIALS:

NR Socials is a client acquisition agency for home improvement, trades and local service businesses. We don't sell "social media management". We build systems that put qualified appointments in our clients' calendars and then prove the return in pounds.

It works. One roofing client came to us at £2,500 a month in revenue and now does over £100,000 a month. They didn't get there because of one clever ad. They got there because they stayed, they trusted the system, and they kept expanding.

That is what great client success looks like, and it's the job we're hiring for.

We're growing, and the client relationships need someone who owns them properly. We're looking for the person who becomes the name every client trusts.

THE ROLE:

You'll own the daily relationship for a portfolio of NR Socials clients, from the moment sales hands them over, through onboarding, results reporting, retention and expansion.

This is not a ticket closing job. You're not relaying messages between a client and a delivery team.

You own the outcome of the relationship: whether the client understands their results, feels looked after, stays, and grows with us.

WHAT YOU'LL DO:

Own daily communication for a portfolio of clients.

Run onboarding for new clients, including the kickoff call, expectation setting and systems walkthrough.

Run regular check in calls to review progress and results.

Record and send a monthly results video for every client in your portfolio. Five minutes, off the dashboard, in your own voice. Not a written report.

Translate campaign performance into plain, confident language clients actually understand.

Spot clients at risk early and lead the retention conversation before it becomes a cancellation.

Liaise between clients and the content and ads team so delivery stays on track.

Identify and convert upsell and expansion opportunities inside existing accounts.

Keep accurate, up to date client notes in the CRM.

WHAT SUCCESS LOOKS LIKE:

Client retention held above target month over month.

Every client query answered the same day.

Fewer cancellations and less early churn.

Testimonials and positive feedback generated every month.

Every new client sees their first result communicated within 30 days.

WHAT WE'RE LOOKING FOR:

3+ years in client success, account management, or a client facing marketing role.

Agency or client acquisition company background strongly preferred.

Experience with small business owners rather than corporate clients is a bonus.

Confident managing multiple client relationships at once.

Comfortable in a CRM and with basic performance reporting.

Comfortable on camera. Not polished, comfortable.

Excellent written and spoken English, as you'll be on calls with UK business owners daily.

THE TRAITS THAT ACTUALLY MATTER HERE:

Proactive, not reactive. You take ownership of a problem rather than passing it along.

Obsessive about follow through. If you said you'd send it Tuesday, it's there Tuesday.

You can hold a difficult conversation. An unhappy client is a conversation, not an escalation.

Organised. Nothing falls through the cracks, because you've built a system so it can't.

You go the extra mile. Our clients are business owners. Sometimes the call that saves an account isn't at a convenient hour. We're not asking you to work weekends. We're asking whether you're the kind of person who picks up when it matters.

THE DETAILS:

Remote, anywhere in South Africa.

Core overlap with UK business hours, approximately 9am to 5pm GMT/BST, for client calls, with flexibility outside those hours as long as response times and deliverables are met.

R30,000 to R40,000 per month depending on experience. The top of that band is for someone exceptional: real agency experience, a track record they can evidence, and the standards described above.

Reviewed after a three month probation against the performance measures listed above.

Daily async check in and a weekly 1:1 with Nicolas to review client health across your portfolio.

HOW TO APPLY

• Apply through LinkedIn and answer all questions. Applications that skip them won't be shortlisted.