Hybrid Client Success Director

at Soar With Us

• Job title: Client Success Director
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Client Success Director leading client experience and revenue expansion for multiple UK brands. Building and managing teams to ensure commercial alignment and client retention strategies.

Responsibilities

• To build and lead a commercially driven client success function that directly impacts retention, account growth, and overall client satisfaction. You will act as the senior bridge between Fulfilment, Sales, and the C-Suite - ensuring our service delivery translates into measurable revenue expansion.
• Take ownership of churn flag responses across the Group’s top 30% of accounts, ensuring fast resolution, strategic direction, and senior-level involvement where necessary.
• Establish proactive processes to spot early signs of churn and embed these into the Fulfilment and AM functions.
• Partner with the COO and C-Suite to monitor and report retention trends, implementing corrective actions where needed.
• Manage and take necessary action on NPS survey responses, ensuring insights are converted into operational improvements.
• Act as a senior voice of the client within the agency, ensuring feedback shapes internal processes, product/service roadmaps, and team priorities.
• Build and manage internal training schedules (leadership, skills development, client excellence).
• Partner with managers to identify capability gaps and deploy targeted L&D programmes.
• Track and report on training impact against performance outcomes.
• Support on hiring decisions, workforce planning, and talent pipeline strategy.
• Oversee employee onboarding and off-boarding, ensuring consistency of experience.
• Provide support and relevant coaching to Management on sensitive people decisions, ensuring fairness and commercial balance.
• Act as a point of escalation for complex HR matters, including disciplinary, grievances, and performance management, while ensuring full legal compliance.
• Act as a trusted senior partner at the leadership table, influencing strategy and presenting insights/recommendations.
• Serve as a bridge between Fulfilment, Sales, and Leadership to ensure commercial alignment on all client initiatives.
• Coach Account Managers on commercial awareness and client growth strategies, without detracting from their project management focus.

Requirements

• are a senior leader with a proven track record in client success, revenue growth, or account expansion roles;
• are commercially minded, with the ability to align client needs with agency profitability;
• have excellent communication skills, able to influence both clients and internal leadership;
• are strategic but hands-on, willing to roll up your sleeves to solve problems;
• thrive in a fast-paced, high-growth, multi-brand environment;
• have 6+ years’ experience in client success, revenue expansion, or related leadership roles (agency or SaaS/e-commerce environment preferred).

Benefits

• 26 days annual leave (including your birthday off, and additional days for long-term service).
• Private Health Insurance (with wellness perks and rewards, available after 6 months).
• Life Insurance & Smart Health Services (including 24/7 virtual GP and wellbeing support).
• Cash Plan (reimbursement for dental, optical, physiotherapy and other healthcare expenses).
• Company Pension (auto-enrolment with employer contributions).
• Professional Development Fund (courses, certifications, and resources to support career growth).
• End of Year Bonus Scheme
• Kudos Recognition Platform (peer-to-peer recognition across the group).
• Hybrid & Remote Working options.
• Work Abroad Scheme (up to 30 days at a time).
• Regular Company Events & Team Socials to bring our brands together.