Client Success Manager

We are looking for a highly organised and proactive Client Success Manager to join our growing team at Heur.

In this role, you'll be the primary day-to-day contact for our clients and acting as the project co-ordinator, ensuring every account runs smoothly and every client receives an exceptional delivery experience.

What You Will Do

• Build and maintain strong day-to-day relationships with clients, acting as their primary point of contact.
• Ensure clients always understand what is happening, why it matters, who is responsible, and when work will be delivered.
• Deliver an outstanding client experience through proactive communication, responsiveness, professionalism, and attention to detail.
• Coordinate the operational rhythm across client accounts, including weekly updates, meeting scheduling, agendas, action logs, follow-ups, and project tracking.
• Prepare and facilitate productive client meetings, ensuring all participants are aligned before and after every meeting.
• Coordinate work across internal teams, gathering specialist input and ensuring deliverables are completed on time.
• Monitor project progress, identify blockers, and proactively request additional resources where required.
• Track retained deliverables, additional client requests, project work, and out-of-scope activity, escalating commercial discussions when appropriate.
• Monitor client health by reviewing engagement, sentiment, responsiveness, meeting attendance, delivery confidence, and potential commercial risks.
• Escalate operational issues promptly to the appropriate stakeholders before they become client concerns.
• Support continuous improvement by providing operational feedback and identifying opportunities to enhance client delivery.
• What You Will Need

Skills and Competencies

• Previous experience in Client Success, Account Management, Customer Success, Project Coordination, or a similar client-facing role.
• Exceptional organisational and time management skills with the ability to manage multiple client accounts simultaneously.
• Excellent written and verbal communication skills with a confident and professional approach.
• Strong relationship-building skills with a genuine passion for delivering exceptional client experiences.
• Ability to coordinate multiple stakeholders and keep projects moving without direct authority.
• Highly proactive, with the ability to identify risks and solve problems before they escal e.
• Comfortable working in a remote environment while managing competing priorities.
• Experience using project management platforms such as Click Up, Asana, Monday. com, or similar is desirable.
• Experience working within ecommerce, digital marketing, or agency environments is advantageous but not essential.

Success in This Role

You will be successful if you

• Client retention and satisfaction
• Net Revenue Retention (NRR)
• On-time delivery of client work
• Completion of meeting actions and follow-ups
• Meeting quality and preparation
• Scope compliance
• Delivery SLA adherence
• Documentation quality and Click Up hygiene
• Proactive identification of delivery risks and resource requirements
• Overall Squad health and operational excellence
• What You Will Get
• Competitive salary, based on experience.
• Up to 5% employer pension contribution.
• Work from anywhere (realistic conditions apply).
• Access to perks, discounts, and regular social events.
• Personal Development Fund to keep you sharp and evolving.

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