Client Success Manager

As a Client Success Manager, your purpose is to deliver exceptional client outcomes by owning the day-to-day relationship, delivery and growth of client accounts. You ensure clients realise tangible value from our work, strengthen long-term partnerships, and contribute to the retention and expansion of our client portfolio.

You act as the central point of connection between our clients, our associate network, and our internal team—owning delivery quality, client experience, and operational excellence across the full client lifecycle.

Working closely with the Head of Client Success and Partners, you balance flawless delivery with proactive commercial awareness, identifying opportunities to deepen impact and grow accounts in line with client needs.

We are known for

Delivering high-impact, high-touch change in leadership behaviour, capability, and culture—helping organisations stay human and enabling people to flourish so that business can thrive

Wondrous offers a warm, energising environment rooted in executive coaching and team and leadership development. We value openness, curiosity, and growth—seeking passionate individuals who are ready to challenge, learn, and lead with authenticity.

Key Responsibilities:

• Client relationship & account management
  • Build trusted, high-quality relationships with day-to-day client stakeholders, ensuring a consistently strong client experience.
  • Act as the primary client contact, managing communications, expectations and engagement across all activity.
  • Develop strong understanding of client needs, context and priorities to support successful delivery and identify future opportunities.
  • Support stakeholder mapping and contribute to strengthening multi-level relationships over time.
  • Own end-to-end delivery of client programmes, ensuring quality, timeliness and alignment with agreed outcomes.
  • Coordinate internal teams and associate network to ensure seamless delivery and exceptional client experience.
  • Manage timelines, resources, risks and dependencies across multiple client programmes simultaneously.
  • Ensure all delivery aligns with Wondrous standards, ways of working and client SLAs.
• Coaching & network coordination
  • Manage executive coaching and development programmes, including briefing, matching and onboarding coaches.
  • Ensure smooth delivery of coaching engagements and maintain quality throughout the lifecycle.
  • Act as a key interface between client and network, ensuring clarity of briefs, expectations and outcomes.
• Commercial awareness & account growth
  • Contribute to retention and growth of client accounts through proactive identification of needs and opportunities.
  • Support the development of proposals, renewals and extensions for existing clients.
  • Create and maintain commercial models, budgets and financial performance of programmes.
  • Balance delivery excellence with a focus on long-term client relationships and added value.
• Performance tracking, reporting & insight
  • Gather and analyse data to demonstrate impact, including client reporting and insight generation.
  • Take ownership for defining, tracking and achieving measures of success, ensuring our work delivers clear, measurable impact for clients
  • Prepare and share meaningful updates with clients to support engagement, decision-making and future opportunities.
  • Maintain accurate tracking of programme activity and client information in agreed systems.
• Operational excellence & governance
  • Ensure effective programme setup including contracts, timelines, resources and systems.
  • Bring thoughtful discipline to every piece of client work, balancing rigour with care so that nothing is overlooked and every detail reflects our commitment to quality.
  • Monitor risks, issues and dependencies, escalating where appropriate and ensuring timely resolution.
  • Support financial processes including invoicing, purchase orders and delivery against agreed commercial frameworks.

Core Skills

• Client relationship management and stakeholder engagement: building trusted relationships, understanding client context, and managing expectations proactively
• Client lifecycle ownership: coordinating onboarding, delivery, reporting and follow-up with clear accountability for outcomes
• Project and programme management: planning, coordinating and delivering multiple programmes with strong organisation, structure and pace
• Coaching and network coordination: briefing, matching and managing coaches and facilitators to ensure high-quality delivery and alignment
• Commercial awareness: understanding budgets, identifying client needs, and supporting renewals, extensions and account growth
• Service delivery excellence: maintaining high standards of delivery quality, SLA adherence and client experience across all programmes
• Data, reporting and insight: gathering, analysing and communicating programme data to demonstrate impact and inform decisions
• Operational rigour and systems discipline: managing programme setup, tracking and financial processes with accuracy and attention to detail
• Communication and coordination: ensuring clarity, consistency and effective collaboration across clients, internal teams and the associate network

Core Behaviours

• Client-centred and experience-driven: prioritises client needs and actively shapes a seamless, high-quality client experience across every interaction and stage of delivery
• Outcome-focused and value-led: delivers work that creates measurable impact and long-term value, maintaining a clear line of sight to client outcomes
• Takes ownership and delivers with discipline: demonstrates accountability for client work, following through on commitments with consistency, reliability and high standards
• Operationally excellent and detail-driven: creates clarity and structure, applying strong organisational discipline to ensure delivery is efficient, accurate and consistently well-executed
• Proactive and solutions-focused: anticipates challenges, identifies opportunities for improvement, and takes early, practical action to optimise delivery and client experience
• Collaborative and relationship-oriented: builds strong, trusted relationships and works effectively across clients, internal teams and the associate network
• Commercially aware and growth-minded: shows curiosity about client needs and opportunities, balancing impact with commercial sustainability and long‑term account value
• Communicates with clarity and confidence: expresses ideas clearly, manages expectations effectively and builds credibility with stakeholders at all levels
• Digitally confident and systems-driven: proactively uses technology, tools and systems to manage delivery, enhance visibility and drive efficiency across processes
• Continuously improving and efficiency-focused: seeks opportunities to refine ways of working, streamline processes and embed best practice to improve quality and scalability
• Calm, adaptable and resilient: maintains professionalism and composure in fast‑paced or high‑pressure environments
• Curious and growth-oriented: seeks feedback, develops capability and continually improves performance in line with Wondrous values

What You’ll Bring With You

• Proven experience owning client relationships and being a trusted partner to clients.
• Strong programme and project management skills, with experience delivering complex programmes end‑to‑end with high client satisfaction.
• Strong Client Success operations experience
• Commercially aware, with an eye for growth opportunities
• Digitally confident and proficient across MS365 software; PowerPoint, Excel, Word including Copilot, Trello and Loop as well as HubSpot, to drive efficiency
• Highly organised, proactive and solutions-focused
• Clear, confident communicator with strong stakeholder management skills
• Collaborative, adaptable and comfortable working at pace

What success looks like within the first three months

• Developed a strong understanding of Wondrous’ products, propositions and ways of working, with confidence in how we deliver impact for clients
• Built a clear working knowledge of internal systems, tools and processes (e.g. MS365 suite including Trello, Loop, Copilot, HubSpot), using them effectively to manage delivery and maintain visibility
• Taken ownership of a core set of client accounts, acting as a reliable point of contact and ensuring smooth day‑to‑day delivery
• Established positive, credible relationships with key client stakeholders across your accounts
• Built a strong understanding of the Wondrous associate network, including coaches and facilitators, and how to deploy them effectively
• Demonstrated strong operational discipline, ensuring programmes are well set up, tracked and delivered to a high standard

You are seen as a trusted partner by your clients, a reliable and proactive collaborator internally, and a key contributor to the quality, reputation and growth of Wondrous’ client work.