At a Glance
- Tasks: Lead exceptional client experiences and manage a high-performing Client Success team.
- Company: Kitt, a vibrant workspace design and operation company.
- Benefits: Generous salary, stock options, 28 days holiday, and parental leave.
- Other info: Join a collaborative culture with regular socials and excellent career development opportunities.
- Why this job: Make a real impact by fostering client relationships and driving growth.
- Qualifications: Experience in Client Success or Account Management and team leadership skills.
The predicted salary is between 54500 - 70000 € per year.
Kitt designs and operates workspace for the world's most vibrant brands. From managing the design and build, to creating an elevated ongoing experience, we create spaces that are worth leaving home for.
We are seeking an experienced and proactive Senior Client Success Manager to lead the delivery of exceptional client experiences across a portfolio of key accounts. This role combines operational account management with team leadership, ensuring both client satisfaction and the development of a high-performing Client Success team.
- Client Management & Growth
- Own and manage a portfolio of high-value, strategic client accounts
- Build strong, long-term relationships with senior client stakeholders
- Drive client retention, satisfaction, and revenue growth through proactive engagement
- Identify opportunities for upselling and cross-selling services
- Lead regular business reviews and ensure clients achieve their desired outcomes
- Work directly with the Senior AM team on decision maker access and delivering the commercial account strategy
- Team Leadership & Development
- Provide day-to-day management, coaching, and support for a team of 3–4 Account Managers
- Set clear objectives, monitor performance, and support professional development
- Foster a collaborative, accountable, and client-focused team culture
- Act as a mentor and escalation support for team members handling complex client situations
- Manage the Internal Support team in monitoring Live Chat and Clarity updates, ensuring inbox zero is met across updates, shared inbox, workflows, Drafts and Pending Close
- Manage the day-to-day operations of the Front of House team in Kitt Buildings
- Work with the DoCX on Building Experience strategy and delivery
- Escalation & Issue Resolution
- Serve as the primary internal escalation point for operational issues; escalating to DoCX as a next phase
- Coordinate cross-functional teams to resolve challenges quickly and effectively
- Communicate clearly with stakeholders during critical situations, ensuring transparency and trust
- Implement processes to prevent recurring issues and improve service delivery
- Cross-functional Collaboration
- Work closely with Operations teams to align on client needs and business goals
- Advocate for client feedback internally to influence product and service improvements
- Ensure smooth onboarding and ongoing service delivery across all client touchpoints
- Reporting & Strategy
- Track and report on key client success metrics (retention, churn, NPS, revenue growth, touchpoint cadence, operational performance)
- Use data insights to inform strategy and improve team performance
- Contribute to the development and scaling of client success processes and best practices
Requirements:
- Proven experience in Client Success, Account Management, or similar client-facing roles
- Demonstrated experience managing large, strategic accounts
- Prior experience leading or mentoring a small team
- Strong problem-solving skills and ability to manage escalations effectively
- Excellent communication and stakeholder management skills
- Commercially minded with a focus on client growth and retention
Interview Process:
- Video screening
- 1st round interview led by a member of the Account Management team
- Final interview with Account Director and COO
We’ll Kitt you out 🤝
- Generous stock option scheme
- Starting salary of £54,500 - £70,000
- 28 days holidays a year plus Bank Holidays
- Parental leave: up to 12 weeks paid parental leave for the primary caregiver
- Pregnancy loss support leave
- Regular socials
- Octopus MoneyCoach
- Workplace Nursery Benefit
- Cycle to Work scheme
- Season Ticket Loans
- WellHub and Dr Care Anywhere to support your mental and physical health and wellbeing
We believe the world is transformed when people come together to do extraordinary things. We harness the power of diverse perspectives and experiences, fostering collaboration and innovation to achieve extraordinary results that make a positive impact.
Senior Client Success Manager employer: Kitt
Kitt is an exceptional employer that prioritises employee growth and well-being, offering a generous stock option scheme, competitive salaries, and a supportive work culture that values collaboration and diversity. With a focus on professional development and a commitment to creating extraordinary client experiences, Kitt fosters an environment where employees can thrive while making a meaningful impact in the workspace design industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even through mutual contacts. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for those interviews! Research Kitt and understand their values and culture. Tailor your responses to show how you can contribute to their mission of creating vibrant workspaces.
✨Tip Number 3
Showcase your success stories! Be ready to discuss specific examples of how you've driven client satisfaction and growth in previous roles. Numbers speak volumes, so bring those metrics along!
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you note to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Senior Client Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Client Success Manager role. Highlight your experience in managing strategic accounts and leading teams, as this will show us you’re the right fit for our vibrant workspace.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've driven client satisfaction and revenue growth in previous roles. Numbers speak volumes!
Be Authentic:Let your personality shine through in your application. We value diverse perspectives and want to know what makes you unique. Share your passion for client success and how you can contribute to our team culture.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Kitt
✨Know Your Clients Inside Out
Before the interview, dive deep into understanding Kitt's key clients and their needs. Familiarise yourself with their industries, challenges, and how Kitt's services can elevate their workspace experience. This will show your proactive approach and readiness to drive client satisfaction.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams and managing client accounts. Share specific examples of how you've coached team members or resolved complex client issues. Highlighting your leadership style and success stories will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle escalations. Think of real-life scenarios where you've turned a challenging situation into a success story. This will demonstrate your critical thinking and ability to maintain client trust under pressure.
✨Align with Company Values
Kitt values collaboration and diverse perspectives. During the interview, express how you embody these values in your work. Discuss how you foster a positive team culture and advocate for client feedback, showing that you're not just a fit for the role but also for the company ethos.
