Client Services Director
Own the end‑to‑end client experience at Bluelight. Lead Support, Client Services and Account Management to deliver exceptional service, expert guidance and proactive partnership while driving retention, growth and operational excellence.
About Bluelight
Bluelight is a specialist software and services provider delivering sector‑leading, data‑driven CRM, web, portal and data solutions for not‑for‑profit and membership organisations. We are a Microsoft Partner across Dynamics 365 and the Power Platform, and an Umbraco Gold Partner empowering clients to build trust, strengthen relationships and make better decisions through modern digital platforms and consultancy.
The Role
Reporting to the CEO, you will head our Client Services function and set the strategy that elevates service quality, commercial performance and cross team ways of working. You will champion forecasting, governance and robust delivery ensuring clients realise value at every stage of the lifecycle. Hybrid (UK) with hubs in West Malling and Birmingham.
What you will do
* Strategy: Translate business vision into a clear Client Services and delivery strategy; plan team structure, capacity and growth.
* Commercials: Own revenue retention, renewals and expansion; lead forecasting; oversee pricing, margin and SOW governance.
* Service excellence: Enhance our Service Framework; set SLAs, QBRs and escalation paths; strengthen documentation and cross‑team workflows.
* Client lifecycle: Ensure standout onboarding, adoption, value realisation and renewal; spot growth opportunities and lead escalations.
* Leadership: Build, mentor and scale a high‑performing team across commercial and operational disciplines; lead change across the business.
About you
* 10+ years in client relationship management, with 5+ years in senior leadership.
* Proven track record in CRM/digital delivery, account growth and retention.
* Confident communicator and change leader who can navigate complexity and influence at C‑level.
Why join us
Shape how leading membership and not‑for‑profit organisations use modern digital platforms (Dynamics 365, Power Platform, Umbraco) to deliver measurable impact while growing and mentoring a top‑tier Client Services team.
Benefits
* Competitive salary dependant on experience
* Profit-share scheme, reflecting our employee-owned structure and rewarding contributions to company success
* Private healthcare and life assurance policies, supporting your health and financial security
* 50% off gym memberships at Nuffield Health Gyms, PureGym, and Virgin Active
* Discounts on fitness trackers from Garmin, Fitbit, and Withings, as well as activewear from Gymshark and SportsShoes
* Regular social events, including an annual Christmas party
* 25 days’ annual holiday entitlement (excluding Bank Holidays), plus one additional paid day per year to volunteer for a charity of your choice or participate in a corporate volunteer day
* Cycle to Work scheme, promoting sustainable commuting and healthy lifestyles