Join the team

As a Client Success Manager, based in Ontario, 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.

Key Responsibilities: 

• Make sure that all clients are taken through the onboarding processes and on-boarded, ensuring clients receive value quickly and a fully engaged team for both retainers and big projects. 
• To obtain feedback/suggestions from customers in order to determine what the company is doing right or wrong, and what might need to change in order to increase customer satisfaction and retention. 
• Act as the client advocate in sprint meetings 
• Filling in the quarterly strategic review documents, and regular monthly client health checks are documented to ensure that the client is adequately represented. 
• Contribute to revenue generation through renewals or upsells. 
• Create advocate among SAF client base.
• 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
• Check in on monthly performance against set goals
• Keep tabs with clients to obtain feedback/suggestions in order to determine improvement opportunities for customer satisfaction and retention
• 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 - All client goals and details are clear from sales. 
• Relationship Building
• Customer NPS
• Client Issues
• Customer Champion
• Renewals
• Ensure monthly reports are issued within the first 7 days of the following month
• Upskilling
• Exit management

Skills & Experience

• Bachelor's degree in Marketing, Business, or a related field.
• 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
• Ability to analyze, diagnose and solve problems or issues. 
• Plan and prioritize based on predicted outcomes. 
• Identify upsell opportunities 
• An aptitude for problem solving 
• Strong understanding of the SAF processes and how to administer them.
• Experience of working in an agile environment (project management)
• A passion for ‘tech-led’ client outcomes
• Experience actually "doing marketing" not just reporting on activity
• An amazing customer experience mindset
• Fully Bilingual (a nice to have but not a must)
• A desire to be part of a very rapidly growing agency
• All relevant Hubspot certifications

What you’ll get 

• Salary of up to $62,000
• 25 Days annual leave + Holiday buyback scheme 
• Pension scheme 
• Quarterly On Target Earnings
• Yearly conference budget
• Working in a rapidly growing, playful business
• Investment in your learning and development
  

• Researching and identifying potential clients through various channels, including online research, networking events, and industry insights.
• Generating new business opportunities
• Achieving monthly quotas of qualified opportunities, meetings & sales
• Actively segment and manage your prospect lists
• Logging and coordinating all sales activity in a CRM system
• Engaging with inbound leads, converting leads into opportunities and opportunities into clients!
• Outbound prospecting in defined sectors to engage with decision-makers, understand their business challenges and align our services to their needs.
• Attending events and representing Six & Flow as a brand
• Articulate and present the value proposition of Six & Flow's services to prospects, effectively showcasing how our solutions can address their specific pain points.
• Maintain accurate and up-to-date records of all interactions and activities within the CRM.
• Nurture leads through the sales funnel, providing relevant information and insights to facilitate their decision-making process.
• Stay informed about industry trends, competitive landscape, and client needs to tailor conversations and presentations effectively.
• Meet or exceed set quotas for qualified leads and new business opportunities.
• Represent Six & Flow as a brand to potential and current clients

• At least 3-year B2B sales experience.
• A passion for sales, marketing and building relationships.
• A solid understanding of marketing principles, particularly content and inbound marketing.
• Excellent verbal and written communication skills with the ability to work with clients, prospects and partners by telephone, email and in person.
• Proven experience in a sales or business development role, preferably in a B2B environment or agency.
• Knowledge of tech/SaaS concepts and marketing principles such as inbound marketing, and digital marketing is a plus.
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust quickly.
• Exceptional active listening skills to understand client pain points and tailor solutions accordingly.
• Goal-oriented mindset with a demonstrated track record of meeting or exceeding targets.
• Familiarity with CRM software and sales tools.
• Tech savvy - we use a lot of tools in our sales process

• 'Tech savvy' - we use a lot of tools in our sales process
• We have a hybrid work environment, you'll also need to be comfortable working remotely/with remote teams.
• Strong organizational skills and attention to detail.
• High energy
• Positive Attitude
• Ability to multi-task, prioritise, and manage time effectively
• Motivation, drive and a self-starting attitude
• Be comfortable working remotely/with remote teams

• Up to £35,000 annual base salary
• Uncapped commission
• Working in a rapidly growing, playful business
• Working within a team-first agency as part of a team of people who celebrate your successes and help drive you forward
• Investment in your learning and development
• Yearly conference budget
• Yearly training budget
• Flexible and supportive hybrid work environment
• Healthcare cash plan
• Gym membership
• Flexi-time
• 4 paid volunteer days per year at a charity of your choosing
• Regular employee events
• Cakes, beers/wine and dogs!
• Flexi-time
• 4 paid volunteer days per year at a charity of your choosing
• Regular employee events
• Cakes, beers/wine and dogs!