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. 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