Own the day-to-day client relationship for assigned digital and technology clients
Act as the primary point of contact for client health, satisfaction, and value realisation
Build trusted relationships with senior client stakeholders (Marketing, Digital, Technology, Product)
Partner closely with product and technical teams to ensure engagements are on track
Proactively identify risks to delivery, adoption, or satisfaction and drive resolution
Bridge communication between clients and technical teams
Ensure clients are fully adopting delivered solutions, platforms, or capabilities
Translate delivery outputs into tangible business outcomes for clients
Run regular success reviews and health checks
Support renewals through strong relationship ownership and demonstrated value
Identify upsell and cross-sell opportunities and collaborate with commercial leads
Maintain accurate account notes, success plans, and health metrics

Experience in Customer Success, Account Management, or Client Services
Experience working with digital, technology, or consultancy-led services
Strong stakeholder management skills with senior client audiences
Proven ability to manage multiple accounts in parallel
Commercial awareness and comfort supporting retention and growth conversations
Experience in digital transformation, martech, data, cloud, or platform implementations
Agency, consultancy, or hybrid services/product background
Familiarity with CS tooling (e.g. CRM, health scoring, success planning)

Customer Success Manager

Key skills