Job Description

Job Title: Client Success Manager Company: Suri Marketing Location: Hybrid / Remote Salary: Competitive (Experience-based) Employment Type: Full-Time

https://surimarketing.co.uk/careers/

APPLICATIONS WITHOUT A VIDEO INTRODUCTION OUTLINING WHY YOU WOULD BE A GREAT FIT WILL NOT BE CONSIDERED

About Suri Marketing

Suri Marketing is a fast-growing digital marketing agency specialising in content creation, social media management, and brand growth. We produce clean, aesthetic, high-performing content for businesses across the UK.

We are now hiring a Client Success Manager who will play a critical role in delivering an exceptional client experience, driving retention, and improving team performance across our creative department.

What We Are Looking For

This is not an entry-level position. We are specifically seeking someone who:

Has previous experience working in a digital marketing agency Has already worked in a Client Success, Account Manager, or Client Manager role Learns quickly and adapts fast in a high-growth environment Can bring structure, leadership, and process into our operations Can help train, support, and develop our internal team Can identify gaps, create solutions, and improve our systems
We want someone who has done this before and can elevate our entire client delivery experience.

The Role (What You Will Do)

1. Client Onboarding

Run professional onboarding calls Collect branding assets, logins, and requirements Set timelines and expectations clearly Add clients to CRM, project management tools, and WhatsApp groups Introduce them to the creative team
2. Weekly Client Progress Management

Monitor progress on every client account Ensure editors, designers, and content teams hit deadlines Maintain weekly "Client Health Scores" Spot problems early and fix them proactively Keep clients updated before they need to ask
3. Communication and Relationship Ownership

Be the main point of contact for assigned clients Manage WhatsApp and email communication Provide quick, professional, confident responses Handle revision requests and feedback Build long-lasting trust and rapport
4. Quality Control

Review all content before it reaches the client Ensure brand alignment, accuracy, and aesthetic consistency Provide clear feedback to the creative team
5. Monthly Reporting and Reviews

Prepare results-based monthly performance reports Lead monthly review calls Explain results, growth, and next steps Adjust strategy alongside the team
6. Retention and Stabilisation

Prevent cancellations through proactive support Resolve issues calmly and professionally Strengthen client relationships Renew contracts and extend agreements
7. Upsells and Client Growth

Identify opportunities to accelerate client results Offer additional services (ads, extra content, TikTok management, branding, etc.) Support revenue growth through strategic recommendations
8. Team Support and Development

We want someone who can help our internal team grow by:

Sharing best practices Bringing experience from previous agencies Helping create internal processes Improving delivery systems Training team members to improve quality and communication
This is a leadership-driven role, not just communication.

Skills and Experience Needed

Required:

Previous digital marketing agency experience Experience in client success, account management, or client-facing roles Strong communication skills Highly organised and structured Confident managing multiple clients at once Emotionally intelligent and calm under pressure Able to manage creative teams and deadlines Quick learner and proactive problem solver Able to improve systems and teach others
Preferred (but trainable):

Understanding of content creation workflows Familiarity with social media growth strategies Canva experience CRM/project management software experience Ability to interpret basic analytics
Tools You Will Use

CRM (HubSpot / Pipedrive) Notion / Monday WhatsApp Business Google Drive Canva Zoom / Google Meet Instagram and TikTok Analytics AI tools (ChatGPT, etc.)
What This Role Gives You

A leadership position in a scaling agency Direct influence on client results and retention Opportunity to train and shape an internal team Long-term career progression (Operations Manager / Head of Client Success) A dynamic, creative environment where your voice matters
How to Apply

To apply, you must provide the following:

A CV demonstrating relevant experience A personalised cover letter explaining why you're the right fit Examples of your previous work (such as case studies, client success stories, portfolio, or proof of results) A 2 minute video introduction outlining your experience, agency background, and why you would be a strong addition to the Suri Marketing team
Job Type: Full-time

Pay: 24,476.99-29,000.00 per year

Work Location: Hybrid remote in Solihull B90 4PD