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Location: London or Sheffield (Hybrid Remote First)
About the Role: Join Guildhawk as a Senior Client Success Manager with a strong client-facing, customer success focus. This role is ideal for someone who thrives on building relationships, leading client accounts, and driving commercial growth through exceptional service. You will oversee complex, multi-stage projects, act as a key point of contact for high-value clients, and play a pivotal role in shaping our customer success strategy.
Key Responsibilities:
- End-to-end management of multi-lingual, multi-stage projects, including tech, digital, and multimedia solutions
- Act as the primary client contact for key accounts, leading regular meetings, reviews, and solution scoping
- Build and maintain strong client relationships, identifying opportunities for upselling and cross-selling
- Proactively resolve client issues, manage escalations, and ensure high levels of client satisfaction
- Prepare quotations, commercial proposals, and tenders, ensuring alignment with margin targets
- Oversee project delivery, ensuring quality, timeliness, and client expectations are met
- Lead client onboarding, training, and ongoing engagement initiatives
- Collaborate with internal teams (PM, Tech, Sales) to deliver seamless solutions
- Support the adoption of AI and technology-led solutions for clients
- Maintain detailed project records and ensure compliance with company processes
Skills, Knowledge & Experience:
- Minimum 3 years’ experience in project management or customer success within the language services sector
- Proven track record in client-facing roles, account management, or customer success
- Strong commercial awareness and ability to drive client growth
- Excellent communication, relationship-building, and problem-solving skills
- Experience managing complex, multi-stage projects
- Proficient with CAT tools (ideally memoQ) and technology-led workflows
- Experience with AI/automation in project delivery is an advantage
What We Offer:
- Hybrid Remote First working environment
- London or Sheffield base
- Development plan tailored to your needs
- Friendly and supportive team
- Internal training on Guildhawk products, ISO-certified processes
- Competitive salary with progression after probation
The role requires a proactive, solutions-focused approach, a passion for client service, and a desire to contribute to Guildhawk’s ambitious growth strategy.
