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For Companies At a Glance
- Tasks: Manage client relationships and ensure exceptional service delivery.
- Company: Join Dark Horse, a leading UK digital marketing agency focused on performance marketing.
- Benefits: Enjoy hybrid working, flexitime, and a competitive salary in a supportive team environment.
- Why this job: Be part of a growing team that values integrity and client success while making a real impact.
- Qualifications: Experience in client success within a performance marketing agency is essential.
- Other info: We're all about accountability and fostering a collaborative culture.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Dark Horse is a renowned digital marketing agency based in the UK, specialising in PPC, SEO and Paid Social. We are expanding our client services department to continuously improve and evolve our services.
What does success look like? We work with aspiring 7-figure businesses and grow them to 8-figure businesses through elite level performance marketing.
The role
As a Client Success Manager, you will be an integral part of our expanding client services team. Serving as an additional key point of contact alongside our PPC, SEO, and Paid Social service leads. By collaborating closely with technical teams, your objective is to foster strong client relationships, ensure seamless delivery, offer exceptional customer support and never accept mediocre performance.
Success in this role hinges on becoming a trusted advisor to your clients, making sure everyone is aware of what success looks like, and leading them to success.
Key responsibilities
- Client relationship management:
- Independently oversee a portfolio of client accounts, ensuring accountability for retained revenue.
- You will serve as a key contact and point of escalation for your clients, understand their business objectives to align our services to meet their goals.
- Actively resolve client concerns and deliver solutions with exceptional customer service.
- Manage client contracts, securing renewals and upsells.
- Gather regular client feedback and provide reports to the Head of Client Services
- Opportunity analysis:
- Foster client relationships to develop cross selling and referral opportunities.
- Collect client testimonials and identify potential case studies.
- Assist in identifying and implementing initiatives to enhance client loyalty and satisfaction.
- Performance monitoring:
- Collaborate with the service delivery teams and your clients to determine key business metrics to aid in the development of account success.
- Gather client feedback and collaborate with internal teams to address concerns and enhance relationships.
The ideal candidate
- Proven client success experience within a performance marketing agency.
- Proven track record of renewing contracts, securing upsells and cross-selling.
- Excellent communication, customer service and interpersonal skills.
- Good understanding of PPC, SEO and Paid Social.
- Excellent attention to detail and experience managing contracted service.
- A results-oriented mindset focused on client satisfaction and revenue growth.
Are you right for us?
- Integrity – top of the list. Always
- Strong commercial awareness – someone who understands the bigger picture and can spot opportunities to grow business. Make clients and us money.
- Desire to make a difference for their clients – someone who will not be happy until their clients are
- Organisation – loves a process and having things run like clockwork.
- Have an opinion – we want people who have something to say, follow things, have hobbies, watch TV, sport, games, books, music, anything, all welcome…
- A genuine team player – someone who places the success of the team above their own success. Not just someone who writes ‘able to work individually or as part of a team’ in their CV. If it says that in your opening paragraph…
- All the gimmes – numeracy, IT skills, verbal, written skills, pro-active
You don’t
- Quiet quit
- Take selfies on all your LI posts
- Think that personal branding will solve climate change
- Think that everything is out of your control
- Think that 12 months in a role is a lifetime
- Ignore commercial realities of business
Are we right for you?
We’re a fast-growing digital marketing agency based in Altrincham (Manchester) specialising in PPC, SEO and Paid Social. Our clients range from small local businesses to international companies. We’re at an exciting stage of growth with new projects starting all the time and big opportunities for the right people. Altrincham is like Manchester, just smaller and less spice. More Guardian readers probably, too. Each to their own.
We are a team of 35 people from all backgrounds, all walks of life and we will not stop in our pursuit to grow the business and change the industry. The company is accountable to clients as all should be, we embrace accountability, it allows us to show off.
What’s on offer
We think we’ve built a great place to work, where every individual feels rewarded for the effort, they put in. Enjoy this along with:
- Competitive salary, dependent on experience
- Leafy Altrincham location
- Hybrid working
- Flexitime
- Birthday off, obvs
- Mental Wellbeing BUPA programme
- Dark Horse will carbon offset your role with The Dark Forest (green is good)
- Working in an amazing team – Learning from some fantastic people
- Other stuff too – This is mostly the small stuff we use to make us look good on LinkedIn. Can’t remember most of it. It’s largely irrelevant. Don’t fall for the “Beer Tap in office” and other race to bottom stuff.
#J-18808-Ljbffr
Client Success Manager employer: Dark Horse Digital Ltd
Contact Detail:
Dark Horse Digital Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager
✨Tip Number 1
Familiarise yourself with the latest trends in PPC, SEO, and Paid Social. Understanding these areas will not only help you speak confidently during interviews but also demonstrate your commitment to staying updated in a fast-paced industry.
✨Tip Number 2
Network with current or former employees of Dark Horse on LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when discussing how you align with their values.
✨Tip Number 3
Prepare specific examples of how you've successfully managed client relationships in the past. Highlight instances where you've renewed contracts or upsold services, as this aligns directly with the responsibilities of a Client Success Manager.
✨Tip Number 4
Showcase your organisational skills by discussing how you manage multiple client accounts effectively. Being able to illustrate your process for ensuring smooth operations will resonate well with the hiring team at Dark Horse.
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client success and performance marketing. Use specific examples that demonstrate your ability to manage client relationships, secure renewals, and drive revenue growth.
Craft a Compelling Cover Letter: In your cover letter, express your passion for client success and how your skills align with the role. Mention your understanding of PPC, SEO, and Paid Social, and provide examples of how you've made a difference for previous clients.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application is well-written and free of errors. Use clear and concise language to convey your ideas and experiences effectively.
Demonstrate Your Results-Oriented Mindset: Include metrics or achievements in your application that showcase your results-oriented approach. For example, mention any successful contract renewals, upsells, or client satisfaction improvements you've achieved in past roles.
How to prepare for a job interview at Dark Horse Digital Ltd
✨Understand the Company and Its Services
Before your interview, make sure you have a solid understanding of Dark Horse's services, particularly in PPC, SEO, and Paid Social. Familiarise yourself with their approach to performance marketing and be ready to discuss how you can contribute to their mission of growing 7-figure businesses into 8-figure ones.
✨Showcase Your Client Success Experience
Prepare specific examples from your past roles that demonstrate your ability to manage client relationships successfully. Highlight instances where you've renewed contracts, secured upsells, or resolved client concerns effectively, as these are key responsibilities for the role.
✨Demonstrate Strong Communication Skills
As a Client Success Manager, excellent communication is crucial. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would handle difficult client situations and ensure that you convey your commitment to exceptional customer service.
✨Emphasise Your Team Player Attitude
Dark Horse values genuine team players who prioritise team success over individual achievements. Be ready to share examples of how you've collaborated with others in previous roles and how you can contribute to a positive team dynamic at Dark Horse.
