Client Success Director

Client Success Director

About the role

Are you ready to make a lasting impact? As our new Client Success Director, you’ll take the lead in delivering top tier consultancy services to our most important clients, overseeing the technical aspects of individual contracts and ensuring exceptional service every step of the way.

This is a dynamic, fast-paced role where your expertise as a qualified health and safety/fire safety consultant (or your relevant technical knowledge) will shine. You’ll work closely with our larger property management clients, building strong relationships and being their go-to for everything related to health and safety. You\’ll be the bridge between our clients’ Health and Safety teams, Facilities Managers and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants and our Helpdesk team.

In this exciting role, you\’ll balance business administration with strategic responsibility. You’ll ensure services are delivered on time, within budget and in line with the company’s profit targets, all while identifying upselling opportunities and managing client relationships with professionalism and care. You\’ll draft fee proposals, review pricing strategies and ensure debt management is handled seamlessly all while fostering long-term success for both our clients and the company.

This is your chance to take the reins, influence client outcomes and help shape the future of our consultancy services. If you\’re ready to make a difference and thrive in a leadership role, we want you on our team!

What you’ll be getting up to

1. Deal with enquiries from clients and direct client communications.
2. Maintain regular communication with clients to understand their needs, expectations and feedback.
3. Keep the Client Success Officer fully briefed of client specific developments/issues which may arise.
4. Attend client meetings/briefings with the Client Success colleagues or independently, as appropriate.
5. Be proactive and use initiative to develop client accounts through offering additional services to grow the value of accounts year on year.
6. Ensure clients are informed of any high risk/P1 issues arising in accordance with specific client protocols.
7. Oversee the QA procedure in consultation with the Quality, Accreditations and SHE Manager, ensuring reports are produced in accordance with SLAs, Client Protocols, SRC standards, and legislative requirements. Ensure feedback to Consultants via Team Managers/Technical Managers is constructive, balanced and appropriate.
8. Implement and track quality objectives/KPIs.
9. Oversee adherence to SLAs and co-ordinate with the scheduling team regarding consultants’ visits to ensure SLAs are met.
10. Oversee the issuing of guidance via client protocols on common issues, new legislation and client requirements.
11. Oversee technical responses to H&S/Fire enquiries and meetings, updates to templates, and discussions with clients.
12. Be fully acquainted with all relevant software and client specific modifications.
13. Co-ordinate with the software team to resolve issues and enhance software for the client.
14. Liaise with Service Director(s) to ensure consistency across service disciplines.
15. Oversee the process of ensuring Consultants, particularly new starters, gain knowledge of client accounts.
16. Work with Client Success colleagues to produce monthly/annual client reports and analyze trends or patterns.
17. Monitor progress in closing client-specific Helpdesk tasks in accordance with client-specific SLAs.
18. Update client specific training materials as required.
19. Liaise with Training Administrator(s) regarding planning and scheduling of client training.
20. Manage direct reports, where necessary.
21. Periodically undertake consultancy services directly, as required.
22. Assist in the development of SRC internal safety systems and processes.
23. Assist in the mobilization of new client contracts.
24. Monitor and update company forecast information regularly.
25. Liaise with the Finance Team to ensure client debt is addressed regularly.
26. Work on annual cost projections and forecasts, reviewing client fees annually.
27. Provide quotes and fees for complex sites and new mobilizations.
28. Oversee and report on client feedback, addressing corrective actions with Team Managers/Technical Managers.
29. Co-ordinate and report on annual client feedback surveys.
30. Liaise with external bodies that may complete work on our behalf.
31. Produce and communicate agendas and minutes if required.

What we\’re looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focusing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focusing on innovation.

The Client Success Director will be at the forefront of our delivery of a high level, responsive quality service to clients and as such, excellent communication skills and a ‘can-do’ attitude are key. Mental agility and a pro-active approach to problem solving are essential – planning ahead to foresee potential issues and taking personal responsibility for completing tasks.

Must-haves:

• NEBOSH H&S Diploma or equivalent and a minimum 5 years’ experience in advising on H&S/Fire Safety/Asbestos/Legionella.
• Strong client success experience.
• Excellent IT skills and able to use Excel, Word, PowerPoint.
• Ability to work autonomously.
• Willingness to travel (likely to be 60% home based).
• Ability to work on own initiative and a pro-active approach to problem solving.
• Excellent communication skills, both verbal and written.
• Experience of Microsoft Office and other collaborative working systems.

Nice-to-haves:

• Ability to deliver training courses.
• Knowledge of FM/Property Management.
• Environmental Knowledge/Qualification.

Why join us?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed while ensuring you feel valued every step of the way.

Our benefits

We aim to support our colleagues both professionally and personally.

Here’s a snapshot of what we offer:

• Salary: £45k + 5.5k car allowance + bonus.
• Location: Home based with a need to travel as required.
• Annual Leave: 25 days holiday in addition to usual bank holidays.
• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme.
• Financial – salary sacrifice pension scheme and exclusive shopping discounts.
• Family – we enhance statutory entitlements for family leave policies.
• Community – volunteer days and religious holiday swaps.
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work.
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library.

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