Client Success Manager

The Influence Room is a software platform designed to unlock people’s true love for brands. In The Influence Room, brands swap products, campaigns and experiences for exposure from ‘people of influencer’ - generating authentic connections and advocacy. Some of our clients include O2, La Redoute, Amazon and Virgin Voyages to name a few.

We are seeking a Client Success Manager to work with individuals in the Customer Success team and promote the active use of our platform by our wonderful clients. Run opportunities, attend calls and assist clients to achieve their goals. This is a role that is central to fulfilling our own ambitious goals.

Salary range: £30,000-£36,000 + 10% Bonus.

The Role

• Client Advocacy & Feedback: Serve as the voice of the client by collecting feedback on how The Influencer Room’s solution can be enhanced, and communicating these insights to internal teams for continuous improvement.
• Cross-Team Collaboration: Work closely with internal team members and directly with clients to translate their needs into actionable outcomes, ensuring smooth project execution.
• Campaign Management: Manage the end-to-end campaign process, including setting up campaigns on our platform, providing tailored influencer recommendations, gathering content, and delivering comprehensive campaign reports.
• Platform Guidance & Training: Guide clients on the optimal use of our platform, offering training and best practice advice to ensure they achieve maximum ROI from their campaigns.
• Data Analysis & Reporting: Analyse campaign data, prepare reports, and communicate key findings to clients, demonstrating the value and success of their campaigns.
• Client Relationship Management: Build and nurture strong, long-term relationships with clients, acting as a trusted partner to ensure ongoing satisfaction and success.
• Client Renewals & Negotiation: Take full ownership of the renewal process, proactively managing contract discussions, handling negotiations, and securing long-term client commitments to drive retention and revenue growth.

To thrive in this role it is essential that you fit the following criteria:

• Tech-savvy and passionate about technology solutions
• Very organised and process-driven; capable of multitasking and time-management
• A strong work ethic and a great ability to prioritise client requests and relationships.
• Excellent communication and presentation skills. You keep people engaged and have a strong ability to 'read The Influence Room'.
• A desire to go above and beyond for your clients.
• You’re adaptable and thrive in fast-paced environments.
• You have a self-starter mentality.
• Strong project management, multitasking, and decision-making skills
• Interest in Social Media and different social platforms.

Key Performance Indicators (KPIs):

• Maintain high renewal rates and achieve revenue targets by driving client satisfaction and engagement.
• Identify and capitalize on opportunities for upsells and cross-sells to grow client accounts.
• Proactively manage and nurture client relationships to ensure long-term success.
• Ensure accurate and timely updates in CRM systems and deliver clear, insightful sales reporting.

This role offers a great opportunity for an ambitious, driven Customer Success professional to excel and contribute significantly to the growth of our organisation.

Benefits:

• 24 days annual leave + your birthday off
• Pension
• Private medical (after 1 year of service)
• Macbook
• Company mobile phone
• Cycle to work scheme
• Flexible working hours