Job description

Client Services Manager
Office Based (Cambridgeshire)
Salary: £50,000 - £60,000 + Bonus
Location: Cambridgeshire (Fully office-based)

The Opportunity
This is a key leadership role focused on customer success, retention, and account growth.
You will take ownership of client relationships, ensuring a structured, process-driven approach to account management, follow-ups, and communication.
Acting as the link between Sales, Client Services, and Production, you will drive consistency, improve client experience, and maximise commercial opportunities across the account base.
This role suits someone who is both commercially minded and operationally strong, with the ability to bring structure, leadership, and a customer-first mindset into a fast-paced production environment.

Key Responsibilities
Customer Success & Account Management

Own and manage key client relationships, ensuring high levels of satisfaction and retention
Deliver a consistent, structured approach to account management and follow-ups
Identify and drive upsell and cross-sell opportunities across existing accounts
Act as the key escalation point for client issues, ensuring quick and effective resolution
report key metrics and ensure any future gaps are identified early
track and follow through invoice process for timely invoices
follow up all outstanding quotes with phone calls and emails as needed
spot customer patterns and reason for lost work

Process, Structure & Follow-Up

Implement and maintain clear customer success processes and workflows
Drive accountability across client communication and follow-up activity
Ensure CRM is consistently used to track client engagement, pipeline, and opportunities
Improve visibility and reporting across the customer lifecycle

Leadership & Team Development

Work collaboratively with client-facing teams,
Identify opportunities to improve performance and consistency
Champion a strong customer-focused culture across the business

Commercial Growth & Strategy

Work closely with Sales and Production teams to ensure seamless client delivery
Identify opportunities to retain, recover, and grow existing accounts
Support wider commercial strategy and revenue growth initiatives
Provide feedback and insights on client trends, challenges, and opportunities

About You

Proven experience in a Customer Success, Account Management, or Sales leadership role
Strong management and leadership experience is essential
Highly structured, process-driven, with strong organisational skills
Customer-focused, with a passion for delivering high-quality client experiences
Commercially aware, with the ability to identify and drive growth opportunities
Strong communicator, confident managing multiple stakeholders
Comfortable working in a fully office-based, fast-paced production environment