Job Description
Job Description
Job Title: Head of Keeping Our Clients Happy / Customer Success Manager
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Reporting to: Managing Director / Operations Director
Department: Business Development / Operations
Hours of Work: Full time (37.5 hours per week), hybrid, 3 days office, 2 days home.
Work Location: Altrincham, Central, (Hybrid)
About Accuro
Accuro is one of the UK’s leading providers of back office services (with humans and tech) — from transcription and data migration to tele handling and secretarial support. We’re the team behind the scenes helping organisations run smoother, faster and with fewer headaches.
We’re growing quickly, our client base is expanding, and we’re now looking for someone who genuinely loves looking after customers to take ownership of client happiness across the business.
If you’re the kind of person who remembers clients’ dogs’ names, spots problems before they become problems, and gets a buzz from helping people get more value from what they buy — you’ll fit right in.
What this role is all about
This role is the beating heart of our client relationships. You’ll be the person making sure our customers feel supported, understood and excited to keep working with us.
Your mission is simple: keep clients happy, keep them with us, and help them grow with us.
What you’ll be doing
1. Client Retention (the big one)
•\tBuild strong, friendly, long term relationships with our clients — you’ll be their go to person.
•\tKeep a close eye on client satisfaction and jump in early if something feels off.
•\tRun regular check ins and reviews to make sure clients are getting everything they need.
•\tSpot risks before they become churn and take action to keep clients onboard.
•\tGather feedback and turn it into improvements across the business.
2. Operational Support for Client Requests
•\tBe the bridge between clients and our operations teams — making sure requests are understood, prioritised and delivered smoothly.
•\tHelp clients navigate our services, processes and tools so everything feels easy.
•\tTroubleshoot issues quickly and calmly, keeping clients updated along the way.
•\tWork closely with internal teams to make sure we’re delivering consistently high quality work.
•\tKeep workflows tidy, organised and running like clockwork.
3. Customer Growth
•\tSpot opportunities for clients to use more of our services (in a helpful, non pushy way).
•\tWork with the sales team to introduce new services or upgrades when they genuinely add value.
•\tHelp clients scale their usage as their needs grow.
•\tTrack client performance and highlight areas where we can support them better.
•\tCelebrate wins and help clients see the impact of working with Accuro.
What you’ll bring
•\tExperience in customer success, account management or a similar client facing role.
•\tA natural ability to build rapport and trust — people just like talking to you.
•\tStrong organisational skills and the ability to juggle multiple clients without dropping the ball.
•\tA proactive mindset — you don’t wait to be asked; you spot what needs doing.
•\tConfidence working with internal teams to get things done.
•\tA genuine desire to help clients succeed, not just “manage” them.
What success looks like
•\tHappy clients who stay with us year after year.
•\tSmooth, efficient handling of client requests with minimal friction.
•\tClear growth in client usage and service adoption.
•\tStrong internal collaboration and communication.
•\tA reputation inside Accuro as “the person who always knows what’s going on with our clients”.
Why join Accuro
•\tA friendly, supportive team that genuinely cares about doing great work.
•\tA growing business where your ideas and input will actually shape how we operate.
•\tFlexibility, autonomy and the chance to build something meaningful.
•\tThe satisfaction of knowing your work directly impacts client happiness and company growth.
What you’ll get from us?
•\tCompetitive salary (£45,000+) + bonuses
•\tFree onsite gym membership
•\tPrivate Health Insurance
•\tHybrid working