Client Success Manager

Job Title: Client Success Manager
Location: London, UK
Experience: 2+ years
 

About Us

Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.

Position Overview

The Client Success Manager will act as the main point of contact for clients, building strong relationships and understanding their business goals. The role focuses on helping clients maximize value from our platforms, ensuring smooth adoption and long-term success.

The role involves close collaboration with Sales, Product and Support teams to drive client satisfaction, retention, and growth. Responsibilities include supporting onboarding, delivering training and guiding clients to achieve their desired outcomes.

Note: We are unable to offer visa sponsorship for this role. You must have the permanent right to work in the UK to be considered.

Key Responsibilities

CRM Implementation and Client Onboarding

• Lead the end-to-end implementation of Optimiser CRM and Touchpoint for new clients, ensuring seamless integration and adoption
• Oversee onboarding plans, including configuration, training and knowledge transfer, coordinating with Sales, Product and Support teams
• Provide guidance and support to clients during the onboarding phase, addressing any questions, concerns, or technical issues

Client Relationship Management and Account Management

• Build and maintain strong relationships with clients, serving as the main point of contact for all applications related inquiries, requests and escalations.
• Proactively engage with clients to understand their unique business needs and goals, identifying opportunities for further system optimisation and enhancements.
• Regularly communicate with clients to ensure their satisfaction, address any concerns and provide ongoing guidance on utilising the applications effectively.

Training and Support

• Conduct training sessions, workshops, and webinars to educate clients on the functionalities and features of the applications.
• Provide ongoing support to clients, assisting with system configurations, troubleshooting issues, and advising on best practices for applications.
• Stay up-to-date with the latest updates and releases, ensuring clients are informed about new features and capabilities.

Client Success and Retention

• Monitor client usage and adoption of the applications, proactively identifying opportunities to drive increased utilisation and user engagement.
• Collaborate with clients to develop strategies for maximising the value of the applications, aligning with their specific business objectives.
• Proactively address client concerns or challenges, working closely with internal teams to provide timely resolutions and maintain high client satisfaction.

Reporting and Analysis

• Assist clients in generating and analysing reports and data, providing insights and recommendations to support their business decisions.
• Provide regular reporting on client satisfaction and adoption to internal stakeholders.

Requirements

• Bachelor’s degree in Business, Marketing, IT, or a related field (or equivalent).
• 2+ years of experience in client success, account management, customer success, or related SaaS roles.
• Proven ability to manage client relationships, lead projects, and drive business outcomes.
• Strong leadership, communication, and interpersonal skills.
• Strategic thinker with problem-solving ability and a proactive mindset.
• Familiarity with SaaS, CRM, or enterprise business platforms.

Benefits

• Opportunity to represent Optimiser’s leading technology solutions in high-growth markets.
• Career development and advancement opportunities.
• Access to the latest tools and resources to manage clients, campaigns and partnerships effectively.
• Collaborative work environment with a supportive team culture.