Client Success Manager

📋 Description

• Serving as the primary contact for a portfolio of clients on a daily basis.

• Cultivating strong, trusted relationships with key stakeholders.

• Gaining a comprehensive understanding of each client's organization, objectives, and challenges.

• Ensuring clear, consistent, and proactive communication.

• Facilitating Discovery workshops for the implementation of new websites.

• Conducting Strategic Reviews on existing websites and crafting roadmaps for future development.

• Assisting clients in prioritizing tasks based on their impact and value.

• Identifying opportunities to enhance performance, engagement, and revenue.

• Planning and executing client projects effectively.

• Collaborating closely with design, engineering, and support teams.

• Ensuring that all work is well-defined, phased, and delivered to a high standard.

• Maintaining oversight of timelines, risks, and dependencies.

• Taking ownership of the commercial performance of your client portfolio.

• Recognizing and shaping opportunities for future projects.

• Developing scopes and proposals that accurately reflect value and desired outcomes.

• Supporting revenue forecasting through a clear understanding of pipelines.

• Ensuring a high-quality and consistent experience for clients.

• Collecting feedback and pinpointing areas for improvement.

• Contributing to the refinement of our processes, products, and overall approach.

⛳️ Requirements

• Proven experience in managing client relationships within a digital agency, consultancy, start-up, or similar setting.

• Strong background in managing digital projects.

• Confidence in leading discussions regarding strategy, budgets, and roadmaps.

• Exceptional organizational skills and a keen attention to detail.

• Commercial awareness - understanding the relationship between work, value, and revenue.

• Ability to work collaboratively across multidisciplinary teams.

• Experience in the arts and culture sector is an advantage, though not mandatory.

🏝️ Benefits

• Collaborate with some of the most exciting cultural organizations in the UK and North America.

• Join a growing North American team, helping to shape our operations in this region.

• Make a tangible impact on client relationships, strategy, and outcomes.

• Work within a team that genuinely cares about the sector and the work we undertake.

• Enjoy a flexible, hybrid working model that promotes autonomy and work-life balance.

• Benefit from enhanced time-off policies, focusing on parents and caregivers, with 25 vacation days in addition to public holidays, and a day off for your birthday.

• Receive private healthcare and a monthly wellbeing allowance of $90 for personal wellness activities (including gym memberships, dining experiences, or other treatments).

• Access 6 days per year dedicated to personal professional development, along with a budget of $925 for related expenses.

• Engage in our strong investment in communication and connection through weekly mailers and structured meeting schedules. Annual team gatherings in Ontario are organized and funded, and we offer flights to the UK once a year for in-person connections with the wider team (if desired).

• Experience benefits beyond traditional 'perks'; at Substrakt, we prioritize building the right team structures and workflows to ensure everyone understands their responsibilities and can focus on delivering their best work.

• All team members have the opportunity to participate in steering groups that actively influence our approaches to Equality, Diversity and Inclusion, Internal Culture, Accessibility, AI, and Sustainability.