Overview
PHMG Greater Manchester, England, United Kingdom
Head of Client Success
In this pivotal role, you will take full ownership of the Client Success function, overseeing the early revenue prevention team for our UK, Australian and North American clients. Your focus will be on delivering a premium client experience that strengthens relationships, drives retention, and supports the business goals.
Responsibilities
* Leading and developing a team of Client Success Managers to deliver world-class customer experiences.
* Collaborating seamlessly with internal departments to ensure consistent, high-quality service delivery.
* Designing and implementing initiatives that strengthen client retention and reduce cancellations.
* Conducting detailed analysis of current and historical data to inform strategy and decision-making.
* Acting as a confident and effective communicator with both internal stakeholders and clients, serving as an escalation point for complex issues.
Role (Additional Context)
* This is a highly visible leadership position where your expertise will shape the client journey from the very beginning.
* You’ll be engaging directly with senior leaders across the business, making strong communication skills essential.
* Through exceptional interpersonal skills, you will foster trust and instil confidence, ensuring that clients experience true partnership rather than simple transactions. Success in this role requires meticulous organisation, commercial acumen, and the ability to balance strategic foresight with flawless execution.
Benefits
* Free PureGym membership after three months
* Extra leave for your birthday and other key life events
* 23+ holidays, increasing with service + 2 volunteer days off annually
* Cycle to work scheme
* Enhanced parental leave
* Exclusive company events and perks (onsite barber, beautician, valet, free breakfast, and more)
Seniority level
* Director
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
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