At a Glance
- Tasks: Lead exceptional client experiences and manage a high-performing team.
- Company: Kitt, a vibrant workspace design and operation company.
- Benefits: Generous salary, stock options, 28 days holiday, and wellness support.
- Other info: Join a diverse team focused on collaboration and innovation.
- Why this job: Make a real impact by enhancing client relationships and driving growth.
- Qualifications: Experience in Client Success and team leadership required.
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 – this is the largest growth potential for our business
- 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, mainly operations
- 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; we love a good party
- 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. With the same set of equitable interview questions for all candidates and hiring teams which encompass diversity, we prioritise creating an inclusive environment where individuals' backgrounds or origins are irrelevant.
For more information, please contact people@kittoffices.com
Senior Customer Success Manager employer: Kitt
Kitt is an exceptional employer that prioritises employee growth and well-being, offering a generous stock option scheme and a competitive salary range of £54,500 – £70,000. With a vibrant work culture that encourages collaboration and innovation, employees enjoy 28 days of holiday plus bank holidays, comprehensive parental leave, and various health and wellness benefits. Located in a dynamic environment, Kitt fosters a supportive atmosphere where team members can thrive while delivering outstanding client experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Success Manager role. A personal referral can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews! Research Kitt and understand their workspace design philosophy. Be ready to discuss how your experience aligns with their mission of creating exceptional client experiences. Show them you’re not just another candidate!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can keep you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Kitt team and contributing to their success.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in client management and team leadership, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive client satisfaction and revenue growth. Use metrics where possible to quantify your success – we love numbers that tell a story!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for client success and how you can contribute to our vibrant team culture.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures it reaches us quickly and allows you to explore more about Kitt and our values. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Kitt
✨Know Your Clients Inside Out
Before the interview, dive deep into understanding Kitt's client portfolio and their unique needs. Familiarise yourself with their key accounts and think about how you can enhance client satisfaction and retention. This will show your proactive approach and readiness to take on the Senior Client Success Manager role.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams and managing client relationships. Share specific examples of how you've coached team members or resolved complex client issues. Highlighting your ability to foster a collaborative and accountable team culture will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of past situations where you successfully navigated challenges and improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Demonstrate Data-Driven Decision Making
Since the role involves tracking key client success metrics, be ready to discuss how you've used data insights to inform strategies in previous roles. Bring examples of how you've contributed to revenue growth or improved client outcomes through analytical thinking and reporting.
