Which is why we’re looking for an experienced, Client Engagement Lead.
About the role
This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business.
The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved.
This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment.
Responsibilities
* Strategic Client Management
o Develop and maintain strong relationships with key customer stakeholders
o Serve as the senior point of contact for strategic client engagement
o Lead regular customer review meetings and engagement planning sessions
o Ensure customers are aligned with platform capabilities, updates, and delivery expectations
o Build trust through proactive communication and consultative support
* Cross-Functional Leadership
o Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations
o Coordinate internal communication relating to customer priorities, risks, and opportunities
o Support the prioritisation of customer issues and enhancement requests
o Collaborate with leadership teams to improve customer engagement strategies and processes
* Customer Success & Retention
o Drive customer satisfaction, retention, and long-term engagement
o Identify and mitigate customer risks or service concerns
o Monitor engagement metrics and customer health indicators
o Support renewal conversations and expansion opportunities where appropriate
o Champion the voice of the customer internally
* Operational & Process Improvement
o Contribute to the development of scalable customer engagement processes
o Support continuous improvement initiatives across customer experience and communication
o Maintain accurate customer records, reporting, and engagement documentation
o Mentor or support junior engagement or client services team members where required
* KPI metrics
o Customer Retention Rates
o Customer Satisfaction
o Net Promoter ScoreCustomer Feedback
Qualifications
* Essential
o Proven experience in client engagement, customer success, account management, or client services within SaaS or technology
o Strong stakeholder management and communication skills
o Experience managing complex customer relationships
o Ability to collaborate effectively with technical and non-technical teams
o Strong organisational and strategic thinking skills
o Ability to manage competing priorities and customer expectations
* Desirable
o Experience working within B2B SaaS or digital platforms
o Familiarity with agile or product-led environments
o Experience with CRM/customer engagement platforms
o Understanding of customer retention and lifecycle management strategies
About you
* Relationship-driven and commercially aware
* Confident communicator and facilitator
* Strategic and solutions-focused
* Calm and resilient under pressure
* Collaborative leadership style
* Customer advocate with strong emotional intelligence
Location
Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ
Benefits
* Great culture & working environment – working with a close-knit team in a global company
* 25 days annual vacation (plus UK bank holidays)
* 10 days ‘Workcation’ - reduced hours to work somewhere interesting
* BHFC Healthcare
* Death in Service
Hours
Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later. Hybrid 3:2 days office/remote (Baltimore House, Gateshead)
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