Job Description

Big things are happening at Impression!

-------------------------------------------

Our team is expanding, and we're giving you a sneak peek at a role we'll be hiring for later this year.

We'll be searching for a passionate and skilled CSM to help us to unlock what "success" looks like for our clients, our delivery teams, and the agency.

Think you might be the one we're looking for? While applications aren't formally open yet, you can get on our radar early.

By submitting your details, you'll be the first to know when this job goes live. We can't wait to see what you've got!



About the role:

#####

Impression Digital

Impression is a global performance marketing agency that turns Evidence into Action through high-performance marketing. We are 120+ experts across offices in London, Manchester, Nottingham, and New York.


We're driven by a relentless pursuit of progress.


Brands aren't getting the results they deserve. Best practices don't drive growth, campaigns lack impact, and investment decisions are often based on assumptions over evidence.


Impression changes this. We're setting new standards of excellence through our people, our performance, and our technology. With our team behind them, clients overcome market challenges and grow bigger, faster.


We give direct access to the most talented minds in the industry - creative problem-solvers who challenge the status quo. They are backed by a proven experimentation process and proprietary technology, they measure and maximise marketing effectiveness.


Together, we turn evidence into action.

###

The Role

We're looking for a highly organised, commercially-minded individual with strong relationship-building skills to join our growing Client Success Team as a Client Success Manager.


In this role, your mission is to unlock what "success" looks like for our clients, our delivery teams, and the agency. You'll lead client relationships, ensuring we deliver outstanding work that drives real business outcomes, while managing internal teams and commercial performance effectively.


You'll play a key role in growing Impression by fostering client satisfaction and retention, identifying opportunities for growth, and ensuring our delivery is both excellent and profitable. A solid grasp of digital marketing strategy and a sharp focus on project execution will be essential to your success.


Key Responsibilities

1. Project Management Excellence

Own and orchestrate the delivery of complex digital projects, ensuring work is strategically sound, on time, within scope, and integrated across channels. You'll be the link between client objectives and agency output, driving accountability across teams to deliver exceptional results.

2. Client Relationship Leadership

You'll be the trusted point of contact for your clients, building strong, strategic partnerships through proactive communication and meaningful collaboration. You'll understand each stakeholder's priorities and work to align agency delivery with their business goals, balancing empathy with assertiveness when needed.

3. Commercial Ownership

You'll take responsibility for the commercial performance of your accounts. That means keeping work within scope, managing budgets, maintaining profitability, and supporting timely contract renewals and upsells. You'll understand how to serve both agency and client interests over the long term.

4. Growth Driver

With a growth mindset, you'll spot and nurture opportunities to expand accounts through consultative selling. Whether identifying service gaps, championing innovative ideas, or collaborating with delivery leads to pitch new solutions, you'll play a direct role in growing account value.

###

Requirements

Must have worked in a performance marketing agency for at least 6 months either in a channel role or client service / account management role Credible subject knowledge across our key delivery channels Knowledge of Google technology stack is an advantage Good knowledge of the wider marketing mix Strong interpersonal skills, particularly influencing and listening skills. Presentation skills & chair proficiency Strong communication verbal and written with ability to 'translate' for those who don't have technical knowledge Experience with managing multiple digital projects simultaneously

Skill Requirements

A positive and creative thinker, with a passion for all things digital Ability to lead and inspire others, internally and externally Exceptional attention to detail and pride in any work produced Open, honest and direct, is comfortable in giving and receiving constructive feedback Lives and breathes Impression values Ability to work in a fast paced, dynamic environment on multiple priorities simultaneously, prioritising and coping well under pressure and with competing demands A desire to learn new skills Ability to think and act independently as well as collaboratively Staying calm under pressure and demonstrating empathy and understanding to help clients who may be frustrated Adopts a range of influencing and negotiation styles to deal with objections/challenges internally and externally


... Not ticking all the boxes?


Don't worry, here at Impression we promote a culture of learning and development so we'll help you out! There is research to suggest that women and people of colour are less likely to apply for roles in which they don't meet 100% of the requirements but at Impression we want to ensure everyone is encouraged to apply with us. Equity, diversity and inclusion are integral to Impression's recruitment process and we are committed to ensuring your experience with us is equal, fair and non-discriminatory.


Salary: 28,600


Please note, this role is a hybrid role, in line with our flexible working policy. We look to hire candidates who are no more than a 90 minute journey away from our office locations to ensure your personal time is protected and that you're able to travel into the office when necessary.


What makes us different


We are proud to be listed on the "Flexa 100" Most Flexible Companies to work for and to be officially recognised as a Great Place to Work. Join us on our high-growth journey and be part of a culture that prioritises your health, wellbeing and personal development.


Alongside our amazing culture, here's what else makes us standout as a great employer:


- Flexible, hybrid working options - as per ways of working charter

4.5 day working week (Friday afternoons off, all year round) Private medical insurance with access to EAP Impression funded specialist therapy sessions, up to 6 sessions where Impression funds 50% of the cost Enhanced sick pay Access to OpenUp, a virtual therapy platform Enhanced parental leave 28 days annual leave, plus bank holiday Life leave - when something unexpected happens in your life and you need some paid leave Pregnancy loss and parental bereavement leave Compassionate leave Eye-care vouchers Opportunity to save on and spread the cost of new tech through Techscheme Travel to work scheme Railcard salary sacrifice scheme Budget for books, tools and software A full social calendar Summer and Christmas party (off-site) Chance to attend national and international conferences Top Apple equipment to use at work Savings on bikes and accessories through Cyclescheme Contributory pension scheme The usual agency stuff - office dogs, drinks fridge, ping pong and foosball, tea and coffee and office snacks

Diversity, Equity & Inclusion


We're listening and we're learning.


We're committed to embracing diversity and promoting equal opportunities, both within our teams and through the services we provide. But we know we still have work to do. Improving fairness - in our agency and our industry - is something we're passionate about, and we're committed to having the conversations, making the changes and helping other businesses to do the same.


We pledge to promote equal opportunities and, as per the Equality Act 2010, will not tolerate discrimination on the grounds of: gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, caring responsibilities or beliefs. We'll also make every effort to represent different genders, ethnicities, socio-economic backgrounds and sexualities at the events, panels and discussions we run.


Agencies


Strictly no recruitment agencies