Client Account Manager
- £38,000 + Bonus
- Workplace pension scheme
- Gym membership
- Regular team events and a collaborative company culture
- 28 days annual leave (including bank holidays)
Role Overview
The client Success Lead is responsible for owning the end-to-end client experience within the business, with a primary focus on retention, growth, and satisfaction.
You will manage client relationships, identify opportunities to improve performance and revenue, and ensure creators receive consistent, high-quality support.
Working closely with internal teams, you will act as the voice of clients and play a key role in improving engagement, reducing churn, and driving long-term value.
Key Responsibilities
- Manage a portfolio of clients, acting as their primary point of contact and building strong, long-term relationships
- Lead structured onboarding and offboarding processes, ensuring smooth transitions
- Conduct regular check-ins with clients to review performance, goals, challenges, and growth opportunities
- Act as the internal voice of clients, ensuring feedback and needs are communicated across relevant teams
- Own account retention and proactively identify churn risks before they escalate
- Develop and implement retention strategies to improve engagement and lifetime value
- Design structured recovery plans for disengaged or dissatisfied accounts
- Analyse churn drivers and provide insights and recommendations to leadership
- Align internal delivery teams with expectations, requests, and timelines
- Provide structured weekly guidance and ensure performance expectations are tracked
- Track, analyse, and report on key performance metrics
- Translate data into actionable insights and provide regular reporting to leadership
- Manage escalations with urgency, professionalism, and a solutions-focused approach
- Coordinate across internal teams to resolve issues efficiently while maintaining strong relationships
- Ensure clear and consistent communication during all escalations and resolution processes
Person Specification
- 2+ years experience in Customer Success, Account Management,or Talent Management, or similar role
- Experience using CRM systems and project management tools
- Excellent communication skills with confidence handling complex or challenging conversations
Personal Attributes
- Strong ownership mindset and accountability
- Highly organised with excellent prioritisation skills
- Calm and effective under pressure
- Collaborative and team-oriented approach
- Comfortable working in a fast-paced, evolving environment
Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!
Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.