Job Description

About The Role

We're seeking an exceptional Client Success Manager to become the trusted partner our clients rely on throughout their entire journey with us. You'll be the central point of contact, combining outstanding relationship management with seamless operational coordination across our video production and marketing services.

This is a pivotal role for someone who thrives on building genuine relationships, coordinating multiple moving parts, and ensuring every client feels valued and supported from day one.

What You'll Be Doing:

Client Success Management

Onboarding new clients with a comprehensive, welcoming process that sets the stage for long-term success Conducting bi-weekly check-ins to monitor satisfaction, address concerns proactively, and identify growth opportunities Managing day-to-day WhatsApp communication to keep clients informed, supported, and confident Handling professional offboarding processes when partnerships conclude

Video Production Coordination

Preparing and distributing detailed shoot itineraries and scripts to clients in advance Briefing videographers to ensure they're fully prepared and equipped for each shoot Confirming clients understand all logistics, expectations, and requirements before filming

Internal Team Communication

You'll serve as the communications hub, liaising with:

Director (Tom) - Escalating major problems or strategic questions Sales Rep (Matthew) - Communicating referral opportunities and upsell potential SDR Team - Resolving appointment scheduling issues VA Team - Coordinating technical support for software or platform concerns Media Buyer - Addressing advertising campaign questions or performance issues
Who We're Looking For:

Essential Skills & Experience:

Exceptional organisational skills with meticulous attention to detail Natural relationship builder with strong emotional intelligence Proactive communicator who anticipates needs before they become issues Experience managing multiple client accounts simultaneously (minimum 1 year preferred) Comfortable coordinating across multiple teams and employees Professional written and verbal communication skills Problem-solver with a solutions-oriented mindset
Desirable:

CRM experience Experience in video production, creative services, or marketing agencies Project management or coordination experience
What Success Looks Like:

Clients feel supported, informed, and valued at every touchpoint Video shoots run smoothly with zero surprises Issues resolved quickly through efficient internal communication High client retention and satisfaction scores Seamless information flow between all team members
Benefits:

Fast growing company with career progression opportunities Professional development budget and opportunities Potential to grow into senior leadership roles Flexible working environment (remote/hybrid options) Work from home options Sick pay Monday to Friday schedule - No weekends!
How to Apply:

STEP 1: Submit a 2-3 minute personalised video answering these questions:

1. Tell us about yourself and your background

2. Walk us through your relevant experience in client management or coordination

3. Why do you think you're perfectly suited for this role?

Upload your video to YouTube (unlisted), Loom, or any video platform and include the link in your application.

Note: Applications without a video submission will not be considered.

Job Type: Full-time

Pay: 31,000.00-60,000.00 per year

Benefits:

Sick pay Work from home
Application question(s):

Have you added the personalised video into your application?
Experience:

B2B sales: 2 years (required)
Work Location: Remote