Client Account Manager

Client Account Manager • £32,000 + Bonus • Workplace pension scheme • Gym membership • Regular team events and a collaborative company culture • Phone / Laptop provided • Based in Chessington • 28 days annual leave (including bank holidays) Role Overview The Client Success Lead is responsible for owning the end-to-end client experience within the business, with a primary focus on retention, growth, and satisfaction. You will manage client relationships, identify opportunities to improve performance and revenue, and ensure clients receive consistent, high-quality support. As the first hire in this function, you will also help shape processes and define the Client Success framework across the company. Working closely with internal teams, you will act as the voice of clients and play a key role in improving engagement, reducing churn, and driving long-term value. Key Responsibilities • Manage a portfolio of clients, acting as their primary point of contact and building strong, long-term relationships • Lead structured onboarding and offboarding processes, ensuring smooth transitions for all clients • Conduct regular check-ins with clients to review performance, goals, challenges, and growth opportunities • Act as the internal voice of clients, ensuring feedback and needs are communicated across relevant teams • Own client retention and proactively identify churn risks before they escalate • Develop and implement retention strategies to improve engagement and lifetime value • Monitor client health metrics, engagement signals, and performance trends to identify at-risk accounts • Design structured recovery plans for disengaged or dissatisfied clients • Analyse churn drivers and provide insights and recommendations to leadership • Identify and execute opportunities to grow client revenue through upselling and cross-selling services • Support initiatives that maximise client lifetime value and long-term account growth • Collaborate with internal teams to enhance monetisation opportunities for clients • Develop and maintain scalable client success processes, including onboarding, retention, and escalation workflows • Ensure CRM systems and client records are accurately maintained and regularly updated • Align internal delivery teams with client expectations, requests, and timelines • Provide structured weekly guidance and ensure client performance expectations are tracked • Track, analyse, and report on key performance metrics • Translate data into actionable insights and provide regular reporting to leadership • Manage client escalations with urgency, professionalism, and a solutions-focused approach • Coordinate across internal teams to resolve issues efficiently while maintaining strong client relationships • Ensure clear and consistent communication during all escalations and resolution processes Person Specification • 2+ years’ experience in Customer Success, Account Management, Client Management, Talent Management, or similar role • Proven ability to manage a portfolio of clients at scale • Strong track record in improving retention and reducing churn • Experience identifying upsell and growth opportunities • Strong analytical skills with experience using performance metrics (CSAT, NPS, LTV, retention, etc.) • Experience using CRM systems and project management tools • Excellent communication skills with confidence handling complex or challenging conversations Personal Attributes • Strong ownership mindset and accountability • Highly organised with excellent prioritisation skills • Commercially aware with a growth-oriented mindset • Calm and effective under pressure • Proactive problem-solver who anticipates issues early • Collaborative and team-oriented approach • Comfortable working in a fast-paced, evolving environment Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice! Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted. By applying for this vacancy, you accept Optima Recruitment Limited’s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.