Job Description
Client Services Manager
Office Based (Cambridgeshire)
Salary: £50,000 - £60,000 + Bonus
Location: Cambridgeshire (Fully office-based)
The Opportunity
This is a key leadership role focused on customer success, retention, and account growth.
You will take ownership of client relationships, ensuring a structured, process-driven approach to account management, follow-ups, and communication.
Acting as the link between Sales, Client Services, and Production, you will drive consistency, improve client experience, and maximise commercial opportunities across the account base.
This role suits someone who is both commercially minded and operationally strong, with the ability to bring structure, leadership, and a customer-first mindset into a fast-paced production environment.
Key Responsibilities
Customer Success & Account Management
* Own and manage key client relationships, ensuring high levels of satisfaction and retention
* Deliver a consistent, structured approach to account management and follow-ups
* Identify and drive upsell and cross-sell opportunities across existing accounts
* Act as the key escalation point for client issues, ensuring quick and effective resolution
* report key metrics and ensure any future gaps are identified early
* track and follow through invoice process for timely invoices
* follow up all outstanding quotes with phone calls and emails as needed
* spot customer patterns and reason for lost work
Process, Structure & Follow-Up
* Implement and maintain clear customer success processes and workflows
* Drive accountability across client communication and follow-up activity
* Ensure CRM is consistently used to track client engagement, pipeline, and opportunities
* Improve visibility and reporting across the customer lifecycle
Leadership & Team Development
* Work collaboratively with client-facing teams,
* Identify opportunities to improve performance and consistency
* Champion a strong customer-focused culture across the business
Commercial Growth & Strategy
* Work closely with Sales and Production teams to ensure seamless client delivery
* Identify opportunities to retain, recover, and grow existing accounts
* Support wider commercial strategy and revenue growth initiatives
* Provide feedback and insights on client trends, challenges, and opportunities
About You
* Proven experience in a Customer Success, Account Management, or Sales leadership role
* Strong management and leadership experience is essential
* Highly structured, process-driven, with strong organisational skills
* Customer-focused, with a passion for delivering high-quality client experiences
* Commercially aware, with the ability to identify and drive growth opportunities
* Strong communicator, confident managing multiple stakeholders
* Comfortable working in a fully office-based, fast-paced production environment
Why Join?
* £50,000 - £65,000 base salary + bonus
* Opportunity to take ownership of customer success within a growing business
* Work at the intersection of creative, print, and production delivery
* Highly visible role with real influence across commercial and operational teams
* Join a business known for innovation, quality, and craftsmanship