Customer Success Manager

To support continued growth, we are looking for a Client Success Manager to join our team.

Location: Manchester (Hybrid / remote available)

Job type: Full time, permanent. 35 Hours per week.

Salary: £33K-£40k (depending on experience)

Benefits: ‘Employment Ownership Trust (EOT)’ tax-free company bonus scheme; flexible working; gym membership; regular team building events and Socials.

Career & Personal Development: Learning and development programme, continuous professional development opportunities, well-being programme.

Life at CNS Media: As one of the fastest growing regional agencies in the UK, there is a real sense of excitement at CNS where nothing stands still for long. We continue to grow the teams across all departments to allow us to add to the existing talent who are driving significant growth for our clients and for CNS. Our company vision is to make CNS the best place to work in media. We offer a generous benefits package and a great environment; allowing our teams to enjoy their work, to learn and to make a real difference. We have offices in Chesterfield, Manchester and Birmingham with aspirations to expand further. We work with well-known national brands as well as regional clients. We are a results-led media agency and have been awarded a catalogue of awards which evidence our success to our team and clients.

About the Role: We are looking for a proactive and relationship-driven Client Success Manager to work across a mix of existing and newly onboarded clients. You will collaborate closely with our Account Director to ensure the seamless transition of clients from prospective to post-sale, and take full ownership of a client portfolio focused on service, strategy, and retention. You’ll work across a diverse client base spanning both B2C and B2B sectors, delivering on onboarding, campaign servicing, and client success strategies. The ideal candidate will be confident in building rapport quickly, presenting strategic proposals and campaign updates, and collaborating across internal teams to ensure campaign excellence. A strong understanding of client goals and market dynamics is essential as you will work with the wider team to create retention and growth strategies that deliver results. If you enjoy working within a client-focused, service-driven setting, this is the role for you.

Highlights of the role:

• Full responsibility for managing your own client portfolio, including existing clients and new business wins allocated to you to onboard and service.
• Support the Account Director by attending client pitches to foster early relationship development.
• Collaborate with the Account Director on servicing, strategy, and post-campaign analysis.
• Prepare and deliver campaign proposals, presentations, and performance reports.
• Liaise closely with internal teams across Media Planning & Buying, Creative, and Digital to ensure delivery excellence.
• Work closely with the Head of Strategy and Insights Manager to consider media options that will deliver best results for clients.
• Work with suppliers and internal teams to provide robust tracking and performance of client campaigns both during and post campaign.
• Contribute to client retention and growth strategies, always ensuring the highest standards of service.
• Stay informed of wider CNS offerings to identify additional client opportunities.

CNS is committed to supporting your personal training and ongoing professional development.

What does success look like?

• Seamless onboarding of new clients with strong early engagement.
• Building client trust and long-lasting relationships.
• Proactive campaign management, delivering strong results and identifying growth opportunities.
• Effective collaboration across teams to meet and exceed client expectations.
• Regular communication of campaign progress and strategic insights to clients.
• Becoming an expert in CNS's media capabilities and communicating that value to clients.

The ideal candidate will have:

• Account management or client services experience is essential.
• Previous experience or exposure to the media/marketing industry (preferred but not essential).
• Strong organisational and time management skills, with the ability to thrive in a fast-paced environment.
• Experience working with CRM and planning systems.
• Excellent communication skills, both written and verbal, with a focus on service and building strong relationships.
• Confidence in presenting advertising strategies and campaign updates to a variety of clients.
• Ability to work independently while also being an effective team player.
• A proactive mindset and the ability to collaborate with internal departments to build and deliver client strategies.

Diversity & Inclusion: CNS Media Ltd are passionate about creating a workplace that promotes and celebrates diversity. We are committed to attracting, recruiting, retaining and developing a diverse workforce. Our diversity and uniqueness not only drives but empowers our creativity.