Client Success Manager .
Role: Client Success Manager
Location: UK or South Africa
Salary: Upto £40,000 (UK) or Upto R870, 000 (South Africa)
Reports to: Client Success Team Manager
About the role
As a Customer Success Manager, you will play a pivotal role in ensuring the satisfaction and success of our clients. You will be responsible for building strong relationships, understanding client needs, and collaborating with internal teams to deliver exceptional service.
Your key responsibilities include onboarding new clients, providing ongoing support, identifying opportunities for revenue expansion, addressing any challenges that may arise, and monitoring client health/growth.
The role requires a customer-centric approach, excellent communication skills, and the ability to strategise and implement solutions to enhance client satisfaction and drive long-term partnerships.
What you’ll do
- Ensure that clients are on-boarded, receiving value quickly and a fully engaged team across both retained clients and projects.
- Run a continuous feedback cycle with clients key stakeholders in order to determine what is going right or wrong, and what might need to change in order to increase customer satisfaction and retention.
- Act as the client advocate internally ensuring quality of deliverables
- Compiling quarterly strategic review documents, and holding regular client health checks to ensure that the client is adequately represented.
- Contribute to revenue generation through renewals or upsells.
- Ensure time is logged on projects, boards are up to date and that the team are aligned on the PM tool
- Owning and running the weekly syncs
- Advising clients with HubSpot consultancy and knowledge base support
- Collaborate with internal teams to ensure the timely and successful delivery of services and solutions that meet clients' needs.
- Ensure smooth Sales & Account Management handover
What success looks like
- Client Health Scoring based on client business health/growth.
- Client Satisfaction - NPS scores, response level and Client Feedback
- Client Churn and Renewal Rates
- Monthly Recurring Revenue
What we’re looking for
- Proven experience in client success, account management, or a similar client-facing role within the marketing agency or SaaS industry.
- 3+years B2B digital/marketing agency experience.
- Experience using CRM systems, ideally Hubspot.
- Ability to analyze, diagnose and solve problems or issues.
- Plan and prioritize based on predicted outcomes.
- Identify upsell opportunities.
- An aptitude for problem solving.
- Experience of working in an agile environment (project management)
- A passion for ‘tech-led’ client outcomes
- An amazing customer experience mindset
- A desire to be part of a very rapidly growing agency
Why join us
At Six & Flow, we’re building an agency we’d all choose to work for: compassionate, growth-focused, and team-first.
This is your opportunity to join a team of fellow client advocates impacting, not only our clients growth, but the agency and your own growth too.
What you’ll get;
- Salary of Up-to £40,000 (UK) or Up-to R870, 000 (South Africa)
- 25 days annual leave + holiday buyback scheme
- Pension scheme
- Health Care
- Yearly conference budget
- Investment in your learning and development
