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For Companies At a Glance
- Tasks: Lead client support operations and ensure top-notch service delivery.
- Company: Join a dynamic digital agency with a passion for innovation.
- Benefits: Enjoy 28 days leave, hybrid working, and wellness programmes.
- Why this job: Make a real impact by enhancing client relationships and driving satisfaction.
- Qualifications: Experience in B2B services and strong leadership skills required.
- Other info: Collaborative culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Join 150+ strategists and specialists who refuse to settle, creating bold digital experiences for ambitious brands since 2004. We're a full-service digital agency delivering strategic consultancy, web development, and digital marketing to drive demand online. Using over two decades of industry experience, we provide next-gen solutions as part of lasting partnerships with hundreds of clients from Chester Zoo and Zip World to Balfour Beatty and Mind.
What Makes Us Different
- We break new ground. You'll work on innovative projects using the latest technologies before they hit the mainstream. We celebrate calculated risks and learn fast from every experiment.
- We get stuck in together. Genuine collaboration across all departments. Your ideas matter here, regardless of your role or how long you've been with us.
- We stay curious. Continuous learning is essential. You'll have dedicated time and budget for development, working alongside industry experts who are genuinely invested in your success.
- We own it. Full accountability and autonomy over your work means you'll build client relationships, see real-world impact, and be recognised when you go the extra mile.
The Support team at CTI Digital is the backbone of our client relationships, ensuring the effective delivery of support services across our entire client base. They're the gatekeepers of client satisfaction, SLA performance, and internal collaboration. This team works closely with technical leads, project managers, and account managers to align support delivery with client needs and business objectives. Our mission is simple: to build and maintain high-performing systems for our clients, ensuring seamless collaboration across all delivery teams.
What you'll be doing
- As a Client Success Manager, you'll take responsibility for the day to day running of our Critical and Reactive Support function, with clear ownership of service quality, commercials, and senior client relationships. You'll operate confidently in a B2B agency environment, balancing operational delivery with commercial awareness and stakeholder management. This is a fast paced, client facing role where you are expected to lead from the front during incidents and escalations.
You Will
- Lead Day to Day Support Operations. Own the smooth and consistent running of Critical and Reactive Support, ensuring clear prioritisation, effective resourcing, and well defined processes that scale across multiple B2B client accounts.
- Own Client Relationships & Escalations. Act as a senior point of contact for clients, confidently leading complex conversations, managing escalations, and maintaining trust during high pressure or critical incidents.
- Drive Client Satisfaction in a B2B Context. Proactively manage expectations, contractual commitments, and service boundaries, ensuring clients understand value, scope, and outcomes within an agency delivery model.
- Manage Performance, SLAs & Reporting. Own SLA performance, incident trends, and service metrics, translating data into clear insights and recommendations for clients and senior stakeholders.
- Commercial & Budget Management. Take responsibility for tracking support budgets, monitoring burn against retainers or support agreements, identifying commercial risks, and working with finance and account teams to ensure services remain profitable and well governed.
- Develop Training & Enablement Services. Design and deliver both standardised and bespoke client training (for example CMS administration, content workflows, product management), with a clear focus on commercial viability and revenue generation.
- Lead Incident & Crisis Management. Take charge during critical incidents, ensuring calm, structured responses, clear communication, and post incident reviews that drive continuous improvement.
- Contribute to Process & Service Improvement. Work closely with operations, client services, technology, QA, and finance to continuously improve support ways of working, governance, and commercial controls.
- Mentor and Coach. Develop the capability of the support team through coaching on B2B service delivery, escalation handling, risk management, and commercial awareness.
What Experience You Need To Be Successful
- B2B Agency or Professional Services Experience. Demonstrable experience delivering support services to external business clients, ideally within a digital agency, consultancy, or managed services environment (not purely internal or B2C).
- Commercial & Budget Ownership. Proven experience managing support budgets, retainers, or commercials, including forecasting, burn tracking, and identifying financial risk or opportunity.
- Senior Client Escalation Management. Confidence leading difficult client conversations, handling escalations, and maintaining strong relationships during incidents or service challenges.
- Operational & Process Leadership. Strong experience designing, running, and improving support processes at scale, with a focus on consistency, governance, and accountability.
- SLA & Service Performance Management. Hands on experience owning SLAs, reporting against service performance, and driving improvements where targets are missed.
- Training & Enablement Experience. Ability to create and deliver structured training for clients and teams, with an understanding of how training can be productised and commercialised.
- Digital Platform Knowledge. Solid understanding of web technologies and CMS or eCommerce platforms such as Drupal, Magento, or Umbraco, sufficient to lead conversations with clients and technical teams.
- Calm Under Pressure. Comfortable operating in high pressure environments, particularly during critical incidents where clear thinking and decisive leadership are essential.
- Tooling & Reporting. Confident using tools such as Jira, HubSpot, and time tracking or reporting systems to support operational and commercial decision making.
What's in it for you?
- 28 days annual leave, in addition to the bank holidays
- Hybrid-working - in the office twice a week
- Workplace nursery scheme
- Health cash plan
- Cycle-to-work scheme
- Flexible working hours
- Employee well-being and mental health programme
- Relaxed working environments - office dogs welcome
- Company socials and lots of fun
About CTI Digital. We specialise in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
Client Success Manager in Manchester employer: Cobre del Mayo SA de CV
Contact Detail:
Cobre del Mayo SA de CV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Client Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in B2B agency environments. When you get the chance to chat with potential employers, share specific examples of how you've driven client satisfaction and managed escalations.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or mentors. Focus on articulating your operational leadership and commercial awareness clearly. This will help you feel more confident when discussing your fit for the role.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to reflect our values of collaboration and continuous learning, and let us know why you’d be a great fit for the Client Success Manager position.
We think you need these skills to ace Client Success Manager in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Success Manager role. Highlight your B2B agency experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've successfully managed client relationships or improved service delivery. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits our collaborative culture, so don’t be afraid to show us what makes you unique and how you approach challenges.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Cobre del Mayo SA de CV
✨Know Your Stuff
Make sure you understand the digital agency landscape and the specific services offered by the company. Familiarise yourself with their key clients and projects, as this will help you demonstrate your interest and knowledge during the interview.
✨Showcase Your Client Management Skills
Prepare examples of how you've successfully managed client relationships in the past, especially in high-pressure situations. Be ready to discuss how you handled escalations and maintained trust with clients, as this is crucial for a Client Success Manager role.
✨Demonstrate Your Operational Expertise
Be prepared to talk about your experience with managing support processes and SLAs. Highlight any specific tools you've used, like Jira or HubSpot, and how you've improved service delivery in previous roles.
✨Ask Insightful Questions
Prepare thoughtful questions that show your curiosity about the company's culture, team dynamics, and future projects. This not only demonstrates your interest but also helps you assess if the company is the right fit for you.
