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
  

HR Manager Maternity Cover (9-Month Contract)

Location: Manchester (Hybrid / Flexible)
Contract: 9 months (part-time or full-time dependent on candidate)

The Role

We’re looking for an experienced and hands-on HR Manager to join us on either a part-time or full-time basis to provide maternity cover for 9 months. This role is ideal for someone who is confident in day-to-day HR operations and can flexibly step in to support the team with any employee-related needs as they arise.

As our HR Manager, you’ll be the go-to person for anything employee-related. This role will involve managing activities such as job descriptions, employee relations, performance management and supporting managers with training and development of employees. People are our most important asset and you’ll be the one to ensure we have a happy and productive workplace. Promoting our company values, house rules and shaping a positive culture is a vital aspect of this role.

Key Responsibilities:

• Act as the first point of contact for HR-related queries from our global team managers and employees.
• Provide timely advice on employee relations matters,supporting with global knowledge of HR best practices and escalating when needed
• Support with any urgent recruitment activity and onboarding/offboarding processes
• Maintain and update employee records, contracts, and HR documentation
• Ensure policies and procedures are followed and compliant with employment law
• Coordinate leave management and return to work processes
• Support line managers with ongoing performance or wellbeing concern
• Liaise with global external providers e.g. payroll, benefits platforms such as Deel, Medicash, ADP etc
• Oversee and manage a performance management framework, supporting line management where necessary.
• Monitor any urgent changes needed to HR policies or processes, advising team managers and SMT as needed
• Develop and monitor overall HR strategies and processes across the business

Skills & Experience: 

• 3+years agency experience ideally in tech or SaaS
• Proven working experience as HR Manager or other HR Executive
• People oriented and results driven
• Demonstrable experience with Human Resources metrics
• Knowledge of global HR best practices 
• You’re comfortable working independently and flexibly
• You’ve got strong interpersonal skills and the ability to advise managers with sound judgement
• You bring a calm, practical, and professional approach to people issues
• Degree in Human Resources or related field (CIPD Qualified) would be beneficial

What You’ll Get

• Salary: Upto £40,000 full-time or pro-rata depending on working pattern
• 25 Days Annual Leave 
• Workplace Pensions 
• MediCash scheme 
• Flexible working
• Training & Conference budgets
• Working within a team-first agency (a friendly, supportive team culture)
• Wellbeing contributions
• Opportunity to work with a values-led, growth-focused group of people