Job Purpose As a Client Success Manager (CSM), you’ll build and nurture long-term partnerships with assigned clients, helping them achieve maximum value from our solutions—especially RiskProof. You’ll guide their journey, resolve challenges, and ensure high levels of satisfaction and engagement. This is a customer-first role, focused entirely on client success—not sales or upselling. You’ll act as a trusted advisor, working closely with cross-functional teams to deliver a seamless, responsive, and impactful experience. Key Responsibilities Serve as the dedicated contact for assigned clients post-onboarding Build strong relationships through deep understanding of client goals and challenges Monitor satisfaction, usage, and engagement to drive retention Communicate clearly across internal teams and external stakeholders Collaborate cross-functionally to deliver seamless service Resolve issues swiftly and advocate for client needs Lead RiskProof launches, setting early milestones for success Provide ongoing support and capture feedback from RiskProof users Manage CSAT and NPS surveys and drive follow-up actions Required Skills & Qualifications Experience in client-facing roles (e.g., customer success, account management) Strong communication, organisation, and time management skills Ability to manage multiple clients in a fast-paced environment Problem-solving mindset and adaptability Skilled in interpreting CSAT/NPS metrics and driving improvements Tech-savvy, ideally with SaaS onboarding experience Familiarity with CRM systems such as HubSpot Flexibility to support global clients, including shift work when needed Passionate about delivering excellence and putting people first All About Us We are a leading Environmental Health Consultancy, focussed on making Every Day Safer. Established over 20 years ago and proud to be leading the way in Food Safety and Health and Safety management, we work with a wide range of businesses across Hospitality and Retail. Our clients range from single-site coffee shops and takeaways to supermarkets and pub groups. Some of our well-known clients include Tesco, ASDA, YO! Sushi, Radisson Hotels and KFC, and we're extremely proud of our 90% customer retention rate. Continued training and development is key for all members of our team. A tailored training and induction plan is developed for each new starter to help them get up to speed on everything they need to know. For those who want to step out of their comfort zone and try something new, there will be many opportunities to get involved in various projects across departments, and we fully support regular CPD to help everyone reach their full potential.