Which is why we’re looking for an experienced, Client Engagement Lead. About the role This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business. The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved. This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment. Responsibilities * Strategic Client Management o Develop and maintain strong relationships with key customer stakeholders o Serve as the senior point of contact for strategic client engagement o Lead regular customer review meetings and engagement planning sessions o Ensure customers are aligned with platform capabilities, updates, and delivery expectations o Build trust through proactive communication and consultative support * Cross-Functional Leadership o Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations o Coordinate internal communication relating to customer priorities, risks, and opportunities o Support the prioritisation of customer issues and enhancement requests o Collaborate with leadership teams to improve customer engagement strategies and processes * Customer Success & Retention o Drive customer satisfaction, retention, and long-term engagement o Identify and mitigate customer risks or service concerns o Monitor engagement metrics and customer health indicators o Support renewal conversations and expansion opportunities where appropriate o Champion the voice of the customer internally * Operational & Process Improvement o Contribute to the development of scalable customer engagement processes o Support continuous improvement initiatives across customer experience and communication o Maintain accurate customer records, reporting, and engagement documentation o Mentor or support junior engagement or client services team members where required * KPI metrics o Customer Retention Rates o Customer Satisfaction o Net Promoter ScoreCustomer Feedback Qualifications * Essential o Proven experience in client engagement, customer success, account management, or client services within SaaS or technology o Strong stakeholder management and communication skills o Experience managing complex customer relationships o Ability to collaborate effectively with technical and non-technical teams o Strong organisational and strategic thinking skills o Ability to manage competing priorities and customer expectations * Desirable o Experience working within B2B SaaS or digital platforms o Familiarity with agile or product-led environments o Experience with CRM/customer engagement platforms o Understanding of customer retention and lifecycle management strategies About you * Relationship-driven and commercially aware * Confident communicator and facilitator * Strategic and solutions-focused * Calm and resilient under pressure * Collaborative leadership style * Customer advocate with strong emotional intelligence Location Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ Benefits * Great culture & working environment – working with a close-knit team in a global company * 25 days annual vacation (plus UK bank holidays) * 10 days ‘Workcation’ - reduced hours to work somewhere interesting * BHFC Healthcare * Death in Service Hours Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later. Hybrid 3:2 days office/remote (Baltimore House, Gateshead) #J-18808-Ljbffr
