The Role
We are looking for a Client Success Manager who will take ownership of our client relationships from project kick off through to completion - and who has the commercial instinct to deepen those relationships over time.
You are the person our clients call when they need something. You ensure programmes are set up properly, associates and coaches are onboarded and coordinated, delivery runs smoothly, and the client feels well-held throughout. You also have an eye for opportunity - spotting where an existing relationship can grow into a deeper or broader engagement.
This is not a back-office coordination role. You will be working directly with senior public sector stakeholders, and you will need the maturity and communication skills to do that well.
What you will be doing:
- Owning the client experience end-to-end - from onboarding and kick off through delivery to project closure
- Coordinating associates, coaches, and facilitators - scheduling, confirming, and ensuring they have what they need to deliver
- Managing payment milestones, invoicing, and associate payments in coordination with our corporate services and admin teams
- Collecting client feedback, responding to concerns, and ensuring service quality stays high
- Identifying opportunities to extend, deepen, or upsell within existing client accounts
- Building trusted relationships with client stakeholders through consistent communication and reliable follow-through
What we are looking for:
- 5-10 years of experience in client success, client relationship management, account management, or a similar client-facing role
- You have worked in professional services, consulting, education, or a relationship-intensive business - not just transactional sales
- You are comfortable engaging with senior professionals and public sector leaders
- Strong communication skills - you listen well, write clearly, and know when to escalate and when to handle things yourself
- You are organised and thorough - payment schedules, participant lists, and delivery logistics do not slip on your watch
- You have a commercial instinct - you understand that a well-served client is a client who stays and grows
- You are looking for a role where you can grow into leading the client engagement function, not just executing it
What the growth looks like:
In your first year, you will own the coordination and client experience across our active accounts. By year two, you will be attending and contributing to client engagements and new project kick offs. By year three, the goal is for you to be leading client relationships independently and contributing to business development. We invest in people who take ownership.
