Client Success Manager

Role: Client Success Manager

Function: Client Success | Upsell/Cross-Sell Strategy | Retention & Churn Management

Reports to: COO

Location: Hybrid/Flexible - UK-based (with remote working options)

Compensation: £40,000 - £45,000 + Performance-based Variable Pay (OTE: £50-£60k)

Our core values: 

1. Extreme ownership - taking responsibility for every outcome within your control.
2. Quality - how you do one thing is how you do everything.
3. Profit - we think making money is great, especially for our partners.
4. Personal happiness - you are here because you want to be.
   

Background:
Founded by Olly Hudson and Joe Marston in 2019, Soar With Us is one of the fastest-growing advertising agencies for e-commerce brands in the UK with a team of 30+ A-Players. In the last 12 months, we’ve spent over £50m on Google, Meta, and TikTok ads profitably for our clients, including The Essence Vault, Spacegoods, Bee Inspired, and many more. 

A big target for us in 2025 is to optimise client lifetime value (LTV) and grow average client value while aligning our services with evolving market needs.

Reporting directly to our COO, you will ensure the success of a multitude of clients from a range of different niches. From onboarding to Soaring, you will help brands achieve their goals and scale them to the moon, all while upholding our core values of extreme ownership, quality, happiness, and profit. 

As a Client Success Manager, you will play a crucial role in our client's journey—from onboarding to retention, ensuring client goals are met, and driving new revenue opportunities through upselling and cross-selling. You’ll work closely with the sales, marketing, and fulfilment teams to increase client retention and satisfaction and provide a seamless client experience.

This is a career-defining opportunity; allowing the right candidate to take on start-up-style responsibilities and have a direct impact on catapulting Soar into the stratosphere.

Main Accountabilities:

• Build strong client relationships from day one, ensuring alignment between client goals and our service delivery.
• Collaborate with the sales team to increase average client value through targeted upsell and cross-sell strategies.
• Maintain proactive monthly check-ins with clients to assess client satisfaction, track performance, and develop next-step strategies.
• Implement client feedback loops, including NPS scores, to predict and mitigate churn risks.
• Work closely with the fulfilment team to create ‘stickiness’ in our services, identifying and enhancing key client touchpoints.
• Contribute to service evolution by providing market insights and identifying demand for new products or services.
• Effectively communicate and collaborate across the Company.
• Be our clients’ biggest advocate.
  

Your KPIs:

• Average Client Value Growth
• Client Retention Rate
• Net Promoter Score (NPS)

These KPIs will be tied to your variable pay structure.

Success in 6 months:

• You’ve developed strong relationships with a diverse portfolio of clients and are demonstrating clear growth in client retention and satisfaction.
• You’ve successfully implemented NPS scores.
• The COO is overheard saying to the MD, “The new Client Success Manager is killing it, I can’t believe how lucky we were to have found them…”

Success in 12 months:

• You’re driving significant upsell and cross-sell growth, contributing directly to our 2025 revenue goals.
• You’ve identified new service offerings or operational improvements that have a measurable impact on client satisfaction and business outcomes.

Success in 24 months:

• You’re recognised as a key contributor to our strategic growth, regularly delivering results that exceed client expectations and internal targets.
• You’ve established a reputation for solving complex client issues and driving measurable business impact through enhanced service delivery.
• The above has enabled you to progress to Head of Client Success, and you’re now managing a small team of killer Client Success Managers.
  

Attitude: You,

• will take complete ownership of your successes and failures;
• are entrepreneurial with the ability to see the bigger picture;
• have a proactive approach;
• have exceptional attention to detail;
• confident in building long-term relationships with your client base;
• are able to self-manage and prioritise tasks efficiently;
• have excellent leadership qualities;

Experience & skills:

• You have a proven track record in client management within e-commerce or digital marketing.
• You have experience in upselling and cross-selling within an agency or 7-8-figure brand environment.
• You have a top-level understanding of what it takes to grow e-commerce brands of today.
• You have strong analytical and communication skills, with a proactive, client-first mindset.
• You have the ability to manage multiple projects and client relationships simultaneously.

The benefits of working at Soar:

• Our incredible client base. We work with a wide range of companies, spanning multiple niches and continents. You will be working in collaboration with some of the fastest-growing and most established DTC e-commerce companies in the world.
• Building your skills. Our diverse service offering and client base ensure that no two days are the same - with opportunities to broaden your skillset at every turn. We’re committed to ensuring that all of our team are constantly developing and evolving toward their own personal goals and you would be no exception!
• Ongoing mentoring. You will get many hours of 1-on-1 coaching/mentorship with our senior management team.
• Start-up sensibilities. You have the rare opportunity to work with a high-growth 4-year-old agency and have a huge impact on how we do things.
• Flexible, hybrid working. We’re a modern agency, with trust and respect for everyone who works here. As such, we offer the option to work from our vibrant Leeds office, from home, or a combination of both.
• Numerous internal social activities are arranged by our social sec at the end of each month. We also host larger social events at the end of each quarter!