- Company Name
- Harper Agency
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title:** Customer Success Manager
**Role Summary:**
Drive end‑to‑end client success for a B2B outsourced business development agency. Own the client journey from onboarding through delivery, review, and growth while producing client‑focused content and fostering community engagement.
**Expectations:**
- Minimum 2 years experience in client success, account management, or growth roles (agency, SaaS, or marketing services preferred).
- Strong understanding of B2B marketing and sales processes.
- Ability to build trusted advisor relationships, manage at‑risk accounts, and influence retention and expansion.
- Proactive, organized, and comfortable juggling multiple responsibilities in a fast‑moving, small‑team environment.
- Passion for storytelling, content creation, and community building.
- Local to Knutsford and able to work on‑site daily.
**Key Responsibilities:**
1. Conduct onboarding calls, prepare client documentation, develop sales messaging, and launch full outreach campaigns (email, LinkedIn, portals).
2. Manage ongoing campaign adjustments, data refreshes, and spreadsheet maintenance.
3. Produce weekly internal performance reports (lead delivery, risk flags, data needs, upcoming plan).
4. Create and deliver bespoke monthly client report PDFs.
5. Lead initial and recurring monthly client review meetings.
6. Handle at‑risk client situations, drive retention, and identify growth opportunities.
7. Generate case studies, testimonial videos, and social posts showcasing client wins.
8. Participate in community initiatives: networking events, client lunches, club gatherings, and facilitate warm introductions.
9. Collaborate daily with founders, sales, and marketing teams.
**Required Skills:**
- Client onboarding and campaign execution expertise.
- Data management and reporting proficiency (Excel/Google Sheets, analytics tools).
- Strong written and verbal communication; ability to craft persuasive sales messaging and professional reports.
- Relationship‑building and consultative selling.
- Content creation basics (case study writing, video coordination, social media).
- Organizational and time‑management skills; ability to prioritize multiple tasks.
- Familiarity with AI‑enhanced outreach tools and deliverability infrastructure (nice to have).
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Communications, or related field (or equivalent experience).
- No specific certifications required; certifications in CRM, project management, or client success (e.g., Gainsight, PMP) are a plus.
Knutsford, United kingdom
On site
Junior
27-02-2026