Job Description

Are you a strategic client lead looking to apply your commercial and relationship building expertise in an impact and mission driven organisation?

We're looking for a Client Services Manager to join our growing team at Policy in Practice. You'll work with senior leaders across local government, housing associations, utilities, financial services, and debt advice providers to build lasting partnerships, drive product adoption, and translate powerful data insights into measurable outcomes for low-income households.

This is an opportunity to help organisations turn complex policy and data into actionable change, through technology, consulting, and relationship excellence, with a direct impact on improving people's lives.

Your primary focus will be to drive adoption and retention of our software solutions by building strong, strategic relationships with decision makers. You will lead the successful delivery and ongoing value of our LIFT platform, ensuring clients can turn insight into action and achieve measurable outcomes. As a trusted advisor, your work will deepen client engagement, uncover new opportunities, and secure repeat business, particularly within local government.

Key responsibilities

Acting as the strategic owner for a portfolio of clients across public and private sectors, including local authorities, central government departments, housing providers, utility companies, financial institutions, and debt support services. Leading the full client lifecycle from onboarding to renewal, including kick-off meetings, goal setting, project planning, performance review, and upsell. Driving retention and renewal by aligning client goals with our products and services, identifying opportunities for expansion and deeper collaboration. Promoting best-in-class adoption and usage of our LIFT platform and other tools, helping clients turn data insights into action through training, support, and strategic guidance. Collaborating with data analysts, policy specialists, and product teams to deliver successful projects and measurable outcomes. Communicating impact through quarterly reviews, performance reporting, and client success stories, with a focus on both social and financial benefits. Representing Policy in Practice at industry events, webinars, and strategic partner meetings. Feeding client insights into our product development, policy work, and strategic priorities. Support the senior team in the development and execution of business strategy Manage and build new and existing senior client relationships, ensuring our analytics and software clients are delighted with the service they receive, helping us to grow across services within the clients we support Promote our strategic development priorities, and support our key strategic relationships Ensure a strong professional and commercial focus internally and externally, delivery, deadlines for the projects you oversee should be realistic and met Contribute to our thought leadership through policy work, blog writing, presenting webinars and attending industry events, including speaking engagements
The ideal candidate

We're looking for someone with a commercial mindset and a social purpose, someone who thrives on helping organisations succeed through relationships, insight, and innovation.

Essential

Excellent relationship-building and communication skills, including experience with senior stakeholders. A track record of owning client relationships and driving client satisfaction, retention, and growth. Passion for social impact, and an interest in welfare, public services, financial inclusion, or tackling poverty. Strong project and account management skills, with the ability to lead cross-functional delivery from end to end. Experience working with or within one or more of the following: public sector (e.g. local government, housing), regulated industries (e.g. utilities, finance), or non-profits (e.g. debt advice, charities). Confidence in translating technical or policy-based concepts to non-specialist audiences. A self-starter attitude with high ownership and motivation.
Desirable

Experience in SaaS, technology, data-led services, or digital consultancy. Understanding of customer success metrics, retention strategies, or pipeline management tools.
Knowledge of the welfare system, financial hardship indicators, or public policy innovation.

Job Type: Full-time

Pay: 38,000.00-50,000.00 per year

Benefits:

Cycle to work scheme Employee discount Health & wellbeing programme Store discount Work from home
Schedule:

Monday to Friday
Experience:

Client Services/Success: 3 years (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London SW1A