Overview
Client Success Manager at Impression. Impression is a global performance marketing agency with 120+ experts across London, Manchester, Nottingham, and New York. We are looking for a highly organised, commercially-minded individual with strong relationship-building skills to join our Client Success Team.
About Impression: Impression Digital turns Evidence into Action through high-performance marketing. We’re driven by progress and aim to set new standards of excellence through our people, performance, and technology. We help clients overcome market challenges and grow bigger, faster by delivering outstanding work that drives real business outcomes.
Role and Responsibilities
* Project Management Excellence – Own and orchestrate the delivery of complex digital projects, ensuring work is strategically sound, on time, within scope, and integrated across channels. Serve as the link between client objectives and agency output, driving accountability across teams to deliver exceptional results.
* Client Relationship Leadership – Act as the trusted point of contact for clients, building strategic partnerships through proactive communication and collaboration. Align agency delivery with stakeholders’ business goals, balancing empathy with assertiveness as needed.
* Commercial Ownership – Manage the commercial performance of accounts, keeping work within scope, managing budgets, maintaining profitability, and supporting timely contract renewals and upsells.
* Growth Driver – Identify opportunities to expand accounts through consultative selling, addressing service gaps, championing innovative ideas, and collaborating with delivery leads to pitch new solutions.
Requirements
* Must have worked in a performance marketing agency for at least 6 months in a channel or client service/account management role
* Credible subject knowledge across key delivery channels
* Knowledge of Google technology stack is an advantage
* Good knowledge of the wider marketing mix
* Strong interpersonal skills, particularly influencing and listening
* Presentation skills and chair proficiency
* Strong verbal and written communication with ability to translate for non-technical audiences
* Experience managing multiple digital projects simultaneously
Skill Requirements
* Positive, creative thinker with a passion for all things digital
* Ability to lead and inspire others, internally and externally
* Exceptional attention to detail and pride in work
* Open, honest, and direct; comfortable giving and receiving constructive feedback
* Lives and breathes Impression values
* Ability to work in a fast-paced, dynamic environment with multiple priorities
* Desire to learn new skills
* Ability to think and act independently as well as collaboratively
* Calm under pressure with empathy to help clients who may be frustrated
* Uses a range of influencing and negotiation styles to address objections
Details
* Salary: £28,600
* Employment type: Full-time
* Seniority level: Entry level
* Location and hybrid/remote policy: Hybrid role; preference for candidates within a 90-minute journey to office locations
Benefits
* Flexible, hybrid working options
* 4.5 day working week (Friday afternoons off)
* Private medical insurance with access to EAP
* Impression funded therapy sessions (up to 6 sessions, 50% funded)
* Enhanced sick pay
* OpenUp virtual therapy platform access
* Enhanced parental leave
* 28 days annual leave plus bank holidays
* Special leave options (e.g., pregnancy loss and parental bereavement leave, compassionate leave)
* Eye-care vouchers
* Techscheme savings on equipment
* Travel to work schemes and railcard salary sacrifice
* Budget for books, tools and software
* Full social calendar; opportunities to attend conferences
* Top Apple equipment for work
* Contributory pension scheme
* Office perks and facilities (dogs, drinks fridge, ping pong, foosball, tea/coffee, snacks)
Diversity, Equity & Inclusion
We’re committed to diversity, equity and inclusion. We pledge to promote equal opportunities and will not tolerate discrimination on the grounds of gender, gender identity, race, colour, nationality, religion, age, disability, caring responsibilities or beliefs. We aim to represent diverse genders, ethnicities, socio-economic backgrounds and sexualities in our events and discussions.
Additional
Agencies: Strictly no recruitment agencies. Referrals increase your chances of interviewing. We welcome applicants from all backgrounds.
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