In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all.
And we’re not alone in this journey! Over 500 organisations already use our software to enable greater accessibility for their online content, products or services.
We’re passionate about our cause and our product. As we move from scale-up to market leader, we need help to achieve our ambitious plans. Which is why we’re looking for an experienced, Client Engagement Lead
About the role
This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business.
The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved.
This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment.
In this role you will be responsible for:
- Strategic Client Management
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Develop and maintain strong relationships with key customer stakeholders
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Serve as the senior point of contact for strategic client engagement
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Lead regular customer review meetings and engagement planning sessions
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Ensure customers are aligned with platform capabilities, updates, and delivery expectations
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Build trust through proactive communication and consultative support
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Cross-Functional Leadership
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Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations
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Coordinate internal communication relating to customer priorities, risks, and opportunities
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Support the prioritisation of customer issues and enhancement requests
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Collaborate with leadership teams to improve customer engagement strategies and processes
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Customer Success & Retention
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Drive customer satisfaction, retention, and long-term engagement
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Identify and mitigate customer risks or service concerns
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Monitor engagement metrics and customer health indicators
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Support renewal conversations and expansion opportunities where appropriate
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Champion the voice of the customer internally
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Operational & Process Improvement
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Contribute to the development of scalable customer engagement processes
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Support continuous improvement initiatives across customer experience and communication
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Maintain accurate customer records, reporting, and engagement documentation
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Mentor or support junior engagement or client services team members where required
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KPI metrics:
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Customer Retention Rates
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Customer Retention
- Customer Satisfaction
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Net Promoter Score
Customer Feedback
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Requirements
We’re looking for great characters with the right attitude and aptitude. Here’s a few things you’ll need to be able to demonstrate…
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Essential
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Proven experience in client engagement, customer success, account management, or client services within SaaS or technology
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Strong stakeholder management and communication skills
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Experience managing complex customer relationships
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Ability to collaborate effectively with technical and non-technical teams
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Strong organisational and strategic thinking skills
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Ability to manage competing priorities and customer expectations
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Desirable
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Experience working within B2B SaaS or digital platforms
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Familiarity with agile or product-led environments
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Experience with CRM/customer engagement platforms
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Understanding of customer retention and lifecycle management strategies
About you:
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Relationship-driven and commercially aware
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Confident communicator and facilitator
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Strategic and solutions-focused
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Calm and resilient under pressure
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Collaborative leadership style
Customer advocate with strong emotional intelligence
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Benefits
Location
Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ
Benefits
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Great culture & working environment – working with a close-knit team in a global company
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25 days annual vacation (plus UK bank holidays)
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10 days ‘Workcation’ - reduced hours to work somewhere interesting
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BHFC Healthcare
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Death in Service
Hours
Typically 09:00 17:30 working day
We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later
Hybrid 3:2 days office/remote (Baltimore House, Gateshead)
