At a Glance
- Tasks: Manage client relationships, ensuring satisfaction and driving account growth.
- Company: Join Ecomlanders, a dynamic CRO agency focused on ecommerce success.
- Benefits: Fully remote work with competitive salary and performance-linked bonuses.
- Other info: Opportunity for occasional in-person collaboration in North West England.
- Why this job: Make a real impact by helping clients thrive and grow their businesses.
- Qualifications: Experience in client success or account management is a plus.
The predicted salary is between 30000 - 40000 € per year.
Ecomlanders is a full-funnel CRO agency working with ecommerce brands to grow revenue through conversion, not increased ad spend. We are hiring a Client Success & Retention Manager to take ownership of the client relationship post-onboarding, from satisfaction and retention through to account growth.
This is a senior, commercially focused position. You will own the ongoing client relationship, retention performance, and the natural expansion of accounts over their lifetime. It combines relationship management with genuine commercial responsibility, and is measured accordingly.
Key responsibilities- Retention: Own client retention as a measured outcome. Maintain client satisfaction, identify early signs of disengagement, and re-establish confidence proactively before it affects renewal. Performance against retention targets is directly linked to bonus.
- Account growth: Develop a strong working knowledge of our offer, CRO methodology and funnel strategy in order to guide clients through the natural progression of their engagement, for example from an initial product page build towards a full funnel. Identify and recommend the right next step for each client at the right time.
- Client success: Manage overall client satisfaction, feedback collection, and video testimonials. Handle issues and service recovery in a way that strengthens the relationship.
- Client-facing operations: Manage existing-client invoicing, payment links, and provide clear, regular reporting on retention and account growth to COO and founder. You'll receive training on our offers.
About you
- Experience in client success, account management or retention, ideally within an agency or comparable B2B service environment - desirable not mandatory.
- Commercially minded, with the confidence and credibility to discuss the work itself with senior stakeholders.
- Highly organised, with strong ownership of process and detail.
- Comfortable being accountable to clear performance targets.
Location: UK based. North West England preferred for occasional optional in-person collaboration, though the role is effectively remote and travel is minimal.
To apply: Message me directly with a short summary of the retention or account growth you have personally owned and the results achieved. Salary dependant on candidate experience.
Client Success & Retention Manager employer: Ecom Landers
Ecomlanders is an exceptional employer that prioritises employee growth and satisfaction, offering a fully remote work environment that allows for flexibility and work-life balance. With a strong focus on client success and retention, employees are empowered to take ownership of their roles while benefiting from a culture of collaboration and continuous learning. The North West England location provides opportunities for occasional in-person engagement, fostering a sense of community among team members.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success & Retention Manager
✨Tip Number 1
Get to know the company inside out! Research Ecomlanders, their clients, and their CRO strategies. This way, when you chat with them, you can show off your knowledge and how you can contribute to client success and retention.
✨Tip Number 2
Prepare some solid examples of your past successes in client retention or account growth. We want to hear about specific situations where you turned things around or helped a client thrive. Numbers speak volumes!
✨Tip Number 3
Don’t just wait for them to ask about your experience; lead the conversation! Share your insights on how you would approach client relationships and retention strategies. Show them you’re proactive and ready to take ownership.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to dive into the world of client success with us.
We think you need these skills to ace Client Success & Retention Manager
Some tips for your application 🫡
Be Personal and Authentic:When you message us, make sure to share your unique story. We want to know about your personal experiences with client retention or account growth. Authenticity goes a long way in making your application stand out!
Show Off Your Results:Don’t just tell us what you’ve done; show us the impact! Include specific examples of retention strategies you've implemented and the results you've achieved. Numbers and outcomes speak volumes!
Tailor Your Message:Make sure your summary aligns with our role description. Highlight your experience in client success and how it relates to the responsibilities we’ve outlined. A tailored approach shows us you’re genuinely interested!
Keep It Concise:While we love detail, keep your message short and to the point. A clear, concise summary will grab our attention and make it easier for us to see why you’d be a great fit for the team!
How to prepare for a job interview at Ecom Landers
✨Know Your Client Success Metrics
Before the interview, brush up on key client success metrics and retention strategies. Be ready to discuss how you've previously measured client satisfaction and what steps you took to improve it. This shows you understand the importance of data in driving client relationships.
✨Demonstrate Your Commercial Mindset
Prepare examples that highlight your commercial awareness. Think about times when you identified opportunities for account growth or improved client retention. Being able to articulate these experiences will show that you can think strategically about client relationships.
✨Showcase Your Organisational Skills
Since this role requires strong organisational skills, come prepared with a system or method you use to manage client accounts. Whether it's a CRM tool or a personal tracking system, sharing this will demonstrate your ability to stay on top of details and processes.
✨Engage with Real Scenarios
Be ready to discuss hypothetical scenarios related to client disengagement or service recovery. Think through how you would handle these situations and be prepared to explain your thought process. This will showcase your problem-solving skills and ability to maintain client relationships under pressure.
