We are looking for a highly organised and proactive Client Success Manager to join our growing team at Heur. In this role, you'll be the primary day-to-day contact for our clients and acting as the project co-ordinator, ensuring every account runs smoothly and every client receives an exceptional delivery experience.
Want to find out more?
Check out the full job description & apply below.
What You Will Do
- Build and maintain strong day-to-day relationships with clients, acting as their primary point of contact.
- Ensure clients always understand what is happening, why it matters, who is responsible, and when work will be delivered.
- Deliver an outstanding client experience through proactive communication, responsiveness, professionalism, and attention to detail.
- Coordinate the operational rhythm across client accounts, including weekly updates, meeting scheduling, agendas, action logs, follow-ups, and project tracking.
- Prepare and facilitate productive client meetings, ensuring all participants are aligned before and after every meeting.
- Coordinate work across internal teams, gathering specialist input and ensuring deliverables are completed on time.
- Monitor project progress, identify blockers, and proactively request additional resources where required.
- Track retained deliverables, additional client requests, project work, and out-of-scope activity, escalating commercial discussions when appropriate.
- Monitor client health by reviewing engagement, sentiment, responsiveness, meeting attendance, delivery confidence, and potential commercial risks.
- Escalate operational issues promptly to the appropriate stakeholders before they become client concerns.
- Support continuous improvement by providing operational feedback and identifying opportunities to enhance client delivery.
What You Will Need
Skills and Competencies:
- Previous experience in Client Success, Account Management, Customer Success, Project Coordination, or a similar client-facing role.
- Exceptional organisational and time management skills with the ability to manage multiple client accounts simultaneously.
- Excellent written and verbal communication skills with a confident and professional approach.
- Strong relationship-building skills with a genuine passion for delivering exceptional client experiences.
- Ability to coordinate multiple stakeholders and keep projects moving without direct authority.
- Highly proactive, with the ability to identify risks and solve problems before they escalate.
- Comfortable working in a remote environment while managing competing priorities.
- Experience using project management platforms such as ClickUp, Asana, Monday.com, or similar is desirable.
- Experience working within ecommerce, digital marketing, or agency environments is advantageous but not essential.
Success in This Role:
You will be successful if you:
- Client retention and satisfaction
- Net Revenue Retention (NRR)
- On-time delivery of client work
- Completion of meeting actions and follow-ups
- Meeting quality and preparation
- Scope compliance
- Delivery SLA adherence
- Documentation quality and ClickUp hygiene
- Proactive identification of delivery risks and resource requirements
- Overall Squad health and operational excellence
What You Will Get
- Competitive salary, based on experience.
- 30 days holiday—plus bank holidays..
- Up to 5% employer pension contribution.
- Support for your side hustles—we encourage ambition.
- Work from anywhere (realistic conditions apply).
- Access to perks, discounts, and regular social events.
- Personal Development Fund to keep you sharp and evolving.
How To Apply
Feel you are the right fit? Send your CV and cover letter to us at: careers@heur.co.uk
Please outline the position you are applying for in the subject line. We look forward to your next steps!
