Client Success Manager
Purpose of the Role
We're scaling fast, and our clients are at the centre of that growth. This role owns the client relationship end to end not just keeping clients, but growing and maximising the revenue and value we deliver to each one.
We need a hands\-on doer who builds the Client Success function from the ground up: the team, the process, the CRM, and the numbers that prove it's working.
This is not a maintenance role. It's a build role for someone who has scaled a retention or client success function before and wants to do it again, at pace, inside a growing business.
Key Responsibilities
*Client Relationships \& Service Excellence*
- Get in front of clients personally meet them, understand their businesses, and build genuine, trusted relationships.
- Define and role\-model what excellent client service looks like across the team.
- Proactively identify challenges and obstacles clients face in growing their own business, and bring them opportunities and solutions.
- Own retention as a growth lever, not just a defensive metric grow and maximise revenue from every client, not only retain them.
- Build a scaled, repeatable retention function, drawing on experience doing this before in our industry or a comparable one.
- Identify upsell, cross\-sell and expansion opportunities as a natural extension of a strong relationship.
- Build, hire and develop an effective Client Success team as the business scales.
- Set clear standards, coach the team against them, and create a culture of ownership and follow\-through.
- Bring prior experience standing up a similar team in this or an adjacent industry.
- Design and implement scalable processes that hold up as client volume grows.
- Shape the CRM — what it needs to do, how the team should interact with it, and what "good" looks like drawing on prior experience doing this.
- Bring AI into the workflow in a practical, proven way: this person has implemented and used AI effectively before, not just talked about it.
- Enjoys the detail: comfortable in the numbers, not just the narrative.
- Defines and tracks the KPIs and metrics that matter, and understands what actually drives good behaviour in a team.
- Reports on retention and growth performance with clarity, using data to drive decisions.
A strategic thinker who can also plan tactically and execute fast. Someone who translates a plan into action without losing momentum. Autonomous by nature: sees what needs doing and gets it done without waiting to be asked. A true doer and executer who wants to be a significant part of scaling this business, and who treats every client relationship as an opportunity to help that client grow too.
Experience \& Requirements
- Has previously built and scaled a retention or client success function within a business.
- Experience building out a team in our industry (order fulfilment / 3PL) or a comparable, similarly fast\-moving industry (e.g. SaaS or tech\-enabled services).
- Proficient with AI tools, with a proven track record of implementing and using them effectively in a business context.
- Has shaped or specified a CRM previously — understands what a CRM needs to deliver and how a team should use it day to day.
- Comfortable working with data, metrics and KPIs, and translating them into action.
- Highly autonomous — self\-directed, low need for oversight.
- Strategic thinker with tactical planning and fast execution.
- Strong relationship builder; genuinely enjoys client contact.
- Detail\-oriented and numerate; comfortable owning metrics and KPIs.
- Team builder and people leader.
- Process\-minded — builds for scale, not just for today.
- AI\-proficient and practical about applying it.
- Commercially driven — sees growth opportunity in every client relationship.
Benefits:
- Casual dress
- Company pension
- On\-site parking
- Work from home
- Driving Licence (required)
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