Customer Success Manager

what the role involves

We’re looking for a Customer Success Manager to join our growing London team. Please see details below:

As a Customer Success Manager your role will encompass full client management with a diverse client base. You will be working with the Media teams in delivering projects and campaigns to clients:

Your key tasks will include:

  • Managing the Digital Project Management team of 2 direct reports.
  • Managing a number of digital marketing projects simultaneously – client budgets north of £20k per month
  • Ensuring a smooth relationship and sharp delivery for our clients by:
  • Working closely with the media team to ensure they are working on agreed tasks at the right time and for the time allocated – and that we are achieving client success.
  • Encouraging strong delivery through teamwork
  • Facilitating cross-channel management – ensuring all channels ‘work together’
  • Writing and sending performance reports to each client and reporting back on KPI’s
  • Arranging and attending client management meetings and calls
  • Creating performance review presentations for client meetings
  • Monitoring client payments and contracts
  • Carrying out research projects requested by clients and consistently adding value
  • Identifying opportunities for client campaign and business growth
  • Supporting the New Business team in their role by:
  • Attending sales meetings
  • Creating detailed, bespoke proposals
  • Sending out paperwork
  • Ensure a smooth onboard of new clients.
  • Analyse of the digital project management systems and processes in place, such as client onboarding, client deliverables, etc.
Your progression at Climb Online is in your hands and you will progress if you are willing to. As a start-up, there are endless progressive roles within the business but you must be willing to work for them. – Mark Wright, Director

We want you to have

  • 2½ + years experience in project or accounts management. Agency experience preferable.
  • Experience in managing simultaneously at least 10-15 project or accounts in digital marketing.
  • Experience in managing a small team
  • Knowledge on online marketing and an understanding of the complexities and processes involved in PPC, Social & SEO.
  • Experience in creating project scheduling and time management.
  • The ability to grow business through teamwork and collaboration.
  • Experience in writing project documentation – scope of works, performance reports, etc.
  • A proven track record of proactively identifying business opportunities, managing performance, problem solving and improvement initiatives.
  • The ability to quickly differentiate most impactful tasks/projects.
  • Excellent oral and written communication skills.
  • Strong organisational skills and the ability to multi-task confidently.
  • The ability to innovate and challenge processes.
  • Strong client relationship building skills.
  • Strong commercial awareness.

We want to see 

  • Outstanding project management skills.
  • Someone who is solutions-focused: you welcome seeing challenges not problems.
  • Someone who is hungry for personal development, success and to learn new skills.
  • An excellent people person & a natural leader.
  • The ability to grow into a motivated energetic team.
  • A positive and proactive person.
  • The ability to work independently and towards your own objectives.
  • Passion for the digital industry and is always up to date with the trends, news and technology.
  • The ability to communicate a specialist subject clearly to clients at all levels.
  • The ability to learn quickly.
  • Someone who is willing to have complete ownership and accountability of their own work.
  • The ability to work under pressure, with high attention to detail.

We are looking for a fun-loving, quick-learning, mastermind with a passion for making their clients succeed.


We are looking for a fun-loving, communications mastermind with a passion for digital – Lyndsay Morgan, Operations Director

what we offer

Climb Online thrive on making a working environment fair and enjoyable. We offer;

  • An opportunity to work at a Top UK start-up 100
  • Scope for progression and promotion
  • A once in a lifetime opportunity to work for Lord Sugar
  • Life assurance
  • Protected income insurance
  • Childcare voucher scheme
  • Summer hours
  • Friday drinks and early finishes
  • Monthly team events
  • Office closure during Christmas period
  • Great learning opportunities
  • An opportunity to directly shape our business


Got what it takes?

Please send us your CV and Cover Letter and the role you’re applying for