Client Services Manager (Customer Success / SAAS) in Hinckley

The role
Our client services team are the day-to-day face of the company to a growing number of insurers, mutuals and affinity providers in both the UK and the US. Their job is to be the primary point of contact for all Epoq clients, including review meetings, website change requests, helping clients increase usage of Epoq's services, and generally ensuring we do everything we can to retain clients. Our CSMs also manage new customer onboarding to ensure they are set up correctly and have the promotional materials and training they need. The role would suit someone who has worked in an operational role, project management, customer relationship management, customer success or senior customer support. The candidate must also have excellent proven organisational skills, be able to multi-task and have the ability to build strong working relationships. The role is full time 37.5 hours per week and based in our Hinckley (Leicestershire) call centre, with the ability for some flexi time working from home. This is a fixed-term contract for a period of twelve (12) months.

Key tasks
Act as primary contact, internally and externally, for your clients, managing the relationship in all areas including:

• Collaborating with the client on customer communications, increasing awareness of products, educating people in the delivery chain, marketing and website/service changes
• Managing client change requests
• Dealing with all day-to-day operational issues

Use Epoq's chosen and internal systems to facilitate all required activities including Jira, Click Up, the CRM system and the internal reporting tool. Liaise with all internal departments (sales, marketing, development, legal content, customer facing legal, customer support) to ensure smooth onboarding and retention of clients and client satisfaction. Project manage the onboarding of new clients when required. Arrange review calls with clients, draw up agendas and deal with meeting actions. Produce reports for clients both regularly and ad-hoc. Act as point of escalation for clients and manage resolution of raised issues, escalating further to senior management when required. Conduct educational webinars on Epoq's services for new clients. Provide cover for customer support role when required.

The person
We are looking for candidates with the following:

• Experience of customer success/account management where client retention is a primary objective. Experience of doing this for a software product is an advantage.
• 5 years’ work experience in total as a minimum.
• Experience of managing client-facing projects.
• Strong level of IT skills generally, especially Excel.

The successful candidate will have:

• Strong relationship building skills in order to foster productive working relationships.
• Excellent inter-personal and team working skills essential. Ability to communicate well with staff, managers and developers critical.
• Strong organisational skills in order to manage many concurrent customer relationships. You are well-organised, with a high attention to detail and ability to prioritise and time manage for successful execution.
• A passion for customer service.
• Ability to multi-task and handle multiple priorities.
• Excellent verbal and written communication skills.
• Able to clearly specify requirements and manage expectations.
• Able to translate client needs to internal departments and represent client and customer needs while also considering Epoq's own business priorities.
• Ability to work under own initiative and take ownership of objectives, driving them to completion.
• Able to work under own initiative and self-manage.

The company
Imagine you need a legal document. Traditionally, you'll speak to a lawyer – they'll ask questions to understand your situation and make suggestions based on what you say. Then they'll draft you a document that meets your needs. Now imagine a web application doing all of that, to the same or better quality standard, without the lawyer needing to be there. This is what Epoq's technology does. We make a lawyer's interview skills and drafting expertise accessible to everyone through our document automation process. This allows consumers and businesses in the UK & North America to create high-quality legal documents easily and at a cost that truly changes access to law. It's a fun, friendly, fast-paced and innovative environment, changing the way legal services are delivered. Epoq (www.epoq.co.uk) is the largest "brand behind the brand" of digital legal services in North America and the United Kingdom. By utilising cutting-edge document automation technology, integrated workflow systems and content, together with legal advice and document review, we enable banks, insurers and law firms to deliver legal services to their consumer and business clients. Our services include "intelligent" legal documents like wills, divorce, employment agreements and tenancy agreements over the web. In the UK, our customers include the likes of Allianz, Which? and Thomson Reuters. In the US – a growth market for us – our customers include Foresters Financial, Colonial Life and Mutual of Omaha. In all our markets we aim to transform the delivery of legal services, using our technology to make law easy.

Role information
Salary £33,000 - £45,000, depending on experience. To apply, please send CV to careers@epoq.co.uk with ‘Client Services Manager’ in the subject line. More information about us is on our website at http://www.epoq.co.uk, and all applicants are encouraged to visit this site ahead of time if selected for interview. Closing date: 30/01/2026. We only respond to successful applicants, so if you have not heard from us by 3 weeks after closing date we will not be taking your application forward. We take your privacy seriously and will only use your personal information to process your application for employment, to keep records relating to our recruitment processes and to comply with our legal and regulatory obligations. We do not keep it for any longer than is necessary. For detail about what personal information we collect from or about you, how we look after that information, about your privacy rights and how the law protects you, please read our full privacy notice. No agencies, please.