Client Services Account Manager

Contract Type: Full Time / contract

Location: Hybrid (3 days per week in a London office)

About the Role

The Hacking Games is creating a generation of ethical hackers to make the world safer. We bridge gaming, engineering, cybersecurity and education to surface elite hacking talent and steer the next generation away from cybercrime. We run national programmes, deliver offensive security testing and deploy attack chains that build resilience across business, critical infrastructure and government.

The successful candidate will be confident working with clients, highly organised and comfortable managing multiple projects and priorities in a busy environment.

We are looking for someone who enjoys making things happen, someone who can build the relationship, understand the objective, create the plan, bring the right people together and take ownership until the outcome is delivered.

Key Responsibilities

• Build and maintain strong, trusted relationships with clients, understanding their needs and delivering a high standard of service.
• Manage multiple client accounts and projects, ensuring work is delivered on time, within scope and to the required standard.
• Act as a key point of contact for clients, providing clear, professional and proactive communication.
• Work closely with internal teams to develop and deliver projects that meet client objectives and expectations.
• Provide clients with clear advice and guidance throughout the planning and delivery process.
• Monitor project progress, timelines and deliverables, identifying and resolving issues quickly and effectively.
• Coordinate internal stakeholders to ensure projects remain on track and that agreed actions are followed through.
• Identify opportunities to develop existing client relationships and support the growth of accounts.
• Support new business activity where required, including client meetings, proposals and presentations.
• Maintain accurate records of client activity, project updates and key deliverables.
• Ensure all client communications and interactions reflect THG’s professional standards.

About You

Essential Experience & Skills:

• Proven experience in Account Management, Client Services or a similar client-facing role.
• Experience managing client relationships and multiple projects or accounts simultaneously.
• Excellent communication and interpersonal skills, with a confident, professional and approachable manner.
• Highly organised, with strong attention to detail and the ability to prioritise effectively.
• Commercially aware, with a good understanding of client needs and expectations.
• Strong problem-solving skills and the ability to remain calm and effective when priorities change.
• Proactive and reliable, with a strong sense of ownership and accountability.
• Comfortable working collaboratively with different teams and stakeholders.
• Able to build credibility and trust with clients at different levels.
• Passionate about delivering an excellent client experience and maintaining high standards of work.

Personal Attributes

• A natural relationship builder who earns trust quickly with clients and colleagues alike.
• Calm, composed and solutions-focused when priorities shift or challenges arise.
• Detail-oriented, with a genuine dislike of things falling through the cracks.
• Proactive and forward-thinking, always looking for ways to add value for clients.
• Confident in communicating with stakeholders at different levels, from day-to-day contacts to senior decision-makers.
• Collaborative by nature, comfortable bringing together different teams to get things done.
• Resilient and adaptable, comfortable working in a fast-paced, ambitious environment where priorities can change quickly.

What Success Looks Like

• Built strong, trusted relationships across your portfolio of client accounts, becoming a reliable and credible point of contact.
• Successfully managed multiple concurrent projects, delivering them on time, within scope and to a high standard.
• Demonstrated the ability to spot and resolve issues early, keeping projects on track without escalation becoming the norm.
• Built effective working relationships with internal teams, ensuring client commitments are consistently deliverable.
• Identified at least one genuine opportunity to grow or strengthen an existing client relationship.
• Established a reputation for clear, proactive communication and dependable follow-through.

Long-Term Sucess

As you grow in the role, you'll take on a broader and more strategic portfolio of client accounts, playing an increasing role in business development and account growth. Over time, there's real opportunity to help shape how Client Services operates as THG continues to grow — strengthening client relationships, improving delivery standards, and contributing ideas that raise the bar for the whole team.