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.
- Other info: Be part of a supportive team that values your ideas and growth.
- 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.
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
CTI Digital is an exceptional employer that fosters a vibrant work culture where collaboration and innovation thrive. As a Marketing Executive, you'll benefit from hands-on experience across the full marketing mix, mentorship from seasoned professionals, and dedicated time for personal development, all while working in the dynamic city of Manchester. With a focus on continuous learning and real accountability, you'll have the opportunity to make a meaningful impact on ambitious brands right from day one.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CTI Digital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CTI Digital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CTI Digital:Your cover letter is your chance to shine! Tell us why you want to work at CTI Digital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CTI Digital!
How to prepare for a job interview at CTI Digital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
