Lead our 9-person delivery team and own churn and client satisfaction, with uncapped upsell bonuses on top of your base.
- Manchester office
- Full-time
About the role
You’ll run our whole client delivery team, three Client Success Managers and six Appointment Setters, reporting directly to our co-founder. Two numbers matter most: total churn and average client satisfaction.
That means being in the calls, the boards and the WhatsApp groups every day, not reading a report at month end.
What you'll do
- Daily audits of every CSM and SDR board, catching problems early
- Hot seats three times a week with all six setters
- Reviewing CSM calls, and every exit call within 48 hours
- Owning the at-risk client list and chairing the weekly red flag meeting
- Hiring, onboarding and, when needed, exiting team members
- Owning team SOPs and running monthly grading and bonuses
Pay
Base salary to come base, plus monthly bonuses:
- £250/month when churn hits an A grade (under 3%)
- £250/month when client satisfaction hits an A grade (8.1+)
- £100/month when every client in their first 90 days is on pace to 45+ appointments
- 2% override on upsells generated across your team
No bonus is paid in a month where your own grade falls below a B.
Key targets
Target
A grade
Total churn A Under 3%
Average client satisfaction A 8.1+/10
Appointments per setter, per day A 10+
Upsells generated A £10,000+/month
Referrals and 5-star reviews A 9+ each/month
What we're looking for
- 2+ years managing a team of 5+ in a client-facing, sales or account management role
- Experience owning a retention, churn or satisfaction KPI
- Confident running 1:1s, feedback and performance reviews
- Able to build SOPs and hold others to them
- Comfortable with monday.com or similar tools, and fluent English
Nice to have: agency background, managing both CS and telesales teams, running a bonus scheme.
This is for you if
- You’ve managed people, not just processes
- You’d rather find the problem on Monday than hear about it on Friday
- You own the team’s numbers like your own business
Not for
- Anyone who avoids hard conversations
- Anyone who manages from a monthly report
- Anyone looking for their first management role
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