We are seeking a Client Success Manager for one of our clients! They are a digital marketing agency focused on lead generation for trade companies, over a variety of different sub-niches across the UK/US. They currently offer a Done-For-You service where they build and maintain customer acquisition systems for their 40-50 clients. These systems generate quote requests for their highest ticket services using a combination of FB ads and nurturing campaigns + basic sales & follow-up training. On average they help them add an extra £10k-£40k per month to their sales. They are launching a Done-With-You offer over the next few months too.
The CSM will come in to be the bridge between their clients and their fulfillment team. Sales skills are needed as their entire focus will be on ensuring clients get the results they pay for, with the end goal of long-term renewals. They will be communicating daily with clients, handling questions, jumping on calls, and doing their best to ensure clients feel valued, understood, and taken care of, whilst guiding them to success. Empathetic nature and high emotional intelligence are key to success in this role.
Structure & Compensation
-Full Time & Remote Opportunity
-Base Salary of £36k to £50k per annum + bonus structure (discussed with the client directly)
-On target earnings £50k - £70k per annum
-Long-term contractor position. The UK based.
More About the Role
From the expectation-setting client, onboarding calls to client relationship-building check-in calls, to quick-fire daily message communications, to jumping on client feedback calls with the fulfillment team, to end-of-month/renewal calls. You will be handling it all! Maintaining multiple conversations at once, driving up retention rates, and most importantly, again, ensuring clients get the service they paid for through effective communication, encouragement, and support.
A lot of their clients are rough and ready, everyday business owners, who need coaching on best practices to achieve success as well as a caring touch with engaged and genuine support during tough times - a highly rewarding role for the right candidate. Small team environment, lots of responsibility, and massive opportunity to make a huge impact on the business and their client's lives, and their family’s lives. They’re looking for someone to step up, own their position and prove their talent as they expand, with a team looking to be built underneath the right candidate over the next 1-2 years.
-Focus on building and maintaining client relationships so they renew each month. Long-term contractor position. The UK based.
-Daily team meetings and end-of-day reports
-Handling the client inbox quickly to make sure all questions, queries, and issues are handled effectively, and in a timely manner.
-Weekly and bi-weekly client check-in calls to see how they’re doing, where they think they can improve and how they can help them improve, to help them get better results.
-Ad hoc client coaching calls
-Onboarding calls to build that initial relationship set the tone, explain everything, handle questions, collect details for the fulfillment team and frame the new client on what to expect + how to maximize results when working with them.
-Hopping on quick calls with the fulfillment team to provide feedback on things like lead quality, ads management, and volume issues.
-Collecting case studies from successful clients, organizing testimonials, and being their personal cheerleader when everything's going to plan.
-Collecting industry secrets from successful clients to help them build assets that help less successful clients get results.
-Problem-solving clients that are getting advertising results but not closing numbers that our client, or their clients, would like.
-Handling client renewal calls. Celebrating their success or guiding them in making the best possible decision for their business. Ultimately, maximizing client's renewals and making sure that payments are taken.
Skill Set Required
-Top 3 things we’re looking for: Emotional Intelligence, Self Starter
and a Humble+Growth Mindset
-Minimum of 1-2 years experience in a customer success manager role
-Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
-Extroverted introvert for that go-getter mentality yet empathetic & nurturing nature
-Positive for celebrating wins and developing that positive experience with, & image of, the company
-Sales Skills and Charisma to secure those renewals and keep clients longer
- Emotional Intelligence, Empathetic, and Nurturing talent to make customers feel valued and heard during periods where results aren’t flowing
-Problem-Solving Skills to hear what a client is saying and then deliver solutions tailored to their situation and what has worked for previous clients
-Previous Digital Marketing Experience would allow you to excel at this and also communicate well with the rest of the team - very much preferred but not a prerequisite
-Time Management Skills to keep on top of a large client base with different needs being met at different times
-Good Communication and People Skills to be able to handle difficult/emotional people and communicate things simply, clearly, and concisely for the clients to get a true understanding
-The UK Based
About Our Client’s Clientele
Their clients are tradesmen based across the UK. They are typically hungry business owners looking to grow their teams, buy more fleet vehicles and scale their companies. Speaking respectfully, due to the nature of the businesses our client deals with and their low barriers to entry, many of their clients come from uneducated, self-made backgrounds, so they often need to exercise patience in conversations, and come up with simple ways to explain complex issues, so that their clients gain full understanding and clarity about what message they want them to hear, in order for them to get results.
They also sometimes work with hotheaded, impulsive, or emotional characters/egos, so being able to handle, guide, and control this diverse range of often challenging situations & conversations is very important. Subsequently, wit and emotional intelligence are needed.
UK, Remote, Client Success Manager, Online Advertising Agency, Base Salary, UK applicants only. Contract-based position, however looking for a permanent team member. Other benefits can be discussed with the client directly.