Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead client support operations and ensure top-notch service delivery.
- Company: Join a dynamic digital agency with a focus on innovation and collaboration.
- Benefits: Enjoy 28 days leave, hybrid working, health plans, and a fun work environment.
- Why this job: Make a real impact by building strong client relationships in a fast-paced setting.
- Qualifications: Experience in B2B services, client management, and operational leadership required.
- Other info: Be part of a supportive team that values your ideas and growth.
The predicted salary is between 36000 - 60000 £ per year.
Application Deadline: 13 February 2026
Department: Support
Location: Manchester
About CTI
Join 150+ strategists and specialists who refuse to settle, creating bold digital experiences for ambitious brands since 2004. We are 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.
What makes us different:
- We break new ground. You will work on innovative projects using the latest technologies before they hit the mainstream.
- We get stuck in together. Genuine collaboration across all departments. Your ideas matter here, regardless of your role or how long you have been with us.
- We stay curious. Continuous learning is essential. You will 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 will 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 are 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 will be doing
As a Client Success Manager, you will 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 will 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.
- 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, 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
To thrive as a Client Success Manager at CTI Digital, you will bring strong operational leadership combined with commercial confidence and experience operating in a B2B services or agency environment. Key skills and experience include:
- 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.
- 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 - we’re 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!
Client Success Manager in Manchester employer: CTI Digital
Contact Detail:
CTI Digital 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, let them see how you’ve tackled challenges and driven client satisfaction.
✨Tip Number 3
Practice makes perfect! Get ready for those tricky interview questions by doing mock interviews with friends or mentors. Focus on your operational leadership and how you've managed escalations in the past – it’ll help you shine during the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at CTI Digital.
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 achievements that demonstrate your operational leadership and client management skills. Use numbers and examples to illustrate how you've made a difference in previous roles.
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 apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at CTI Digital
✨Know Your Stuff
Make sure you understand the ins and outs of B2B agency operations. Brush up on your knowledge of SLAs, client management, and the specific digital platforms mentioned in the job description. This will help you speak confidently about how you can contribute to the team.
✨Showcase Your Leadership Skills
Prepare examples that highlight your operational leadership and crisis management experience. Think of times when you've successfully handled escalations or led a team through a challenging situation. This will demonstrate your ability to lead from the front, which is crucial for this role.
✨Be Client-Centric
During the interview, emphasise your approach to building strong client relationships. Share stories that illustrate how you've managed client expectations and ensured satisfaction, especially in high-pressure situations. This will show that you understand the importance of client success in a B2B context.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's processes, team dynamics, and future projects. This not only shows your interest in the role but also gives you a chance to assess if the company culture aligns with your values, especially around collaboration and continuous learning.
