Job Overview
We are seeking an experienced and proactive Customer Success Manager. This role is pivotal to the success of our business, it builds deep relationships with our clients, maximising the value of their investment.
We're looking for an experienced Marketing Account Manager to take ownership of a portfolio of customers, acting as their trusted advisor, consultant, and growth partner. This is a highly consultative role that combines strategic account management, marketing expertise, commercial ownership, and customer success.
You will work closely with business owners, directors, and senior stakeholders to understand their commercial objectives, marketing challenges, customer journeys, and growth ambitions. Using this understanding, you'll help shape and guide strategic marketing initiatives across email marketing, marketing automation, customer communications, AI, digital marketing, and wider cross-channel engagement programmes.
This is not a traditional Customer Success role. We're looking for someone who genuinely understands marketing and customer engagement, can confidently discuss strategy with clients, and is able to translate business objectives into actionable marketing plans and campaigns.
You will be expected to understand what customers are trying to achieve, identify opportunities for improvement, provide strategic recommendations, and work closely with internal delivery teams to ensure campaigns, automations, and marketing initiatives align with the customer's goals.
The ideal candidate will come from a marketing agency, marketing automation, CRM, customer engagement, or digital marketing background and have experience managing customer relationships whilst also providing strategic marketing guidance.
This role would be particularly well suited to someone who has previously worked hands-on with marketing platforms, marketing automation tools, email marketing, or campaign delivery and is looking to move into a more strategic, consultative account management position.
Success will be measured through customer retention, customer satisfaction, account growth, customer outcomes.
What You’ll Be Responsible For
- Owning and managing a portfolio of customer accounts, with responsibility for retention, growth, customer health, and long term success
- Acting as the primary strategic contact and trusted advisor for your customers
- Building strong relationships with key stakeholders, decision makers, and marketing leaders across your customer portfolio
- Developing a deep understanding of each customer's business objectives, marketing strategy, customer journey, operational challenges, and growth plans
- Leading strategic business reviews focused on performance, ROI, value delivered, future opportunities, and long term planning
- Providing consultative guidance around marketing strategy, customer engagement, lead generation, customer lifecycle marketing, nurture programmes, and marketing automation
- Identifying opportunities to improve customer outcomes through better use of products and services
- Translating customer requirements into clear briefs and recommendations for internal delivery teams
- Working closely with specialist teams across email marketing, websites, automation, AI, paid media, CRM, and customer engagement solutions
- Advising customers on best practice across email marketing, segmentation, customer journeys, marketing automation, and cross-channel communications
- Monitoring customer engagement, adoption, platform usage, campaign performance, and overall account health
- Identifying churn risks early and creating action plans to improve customer outcomes and retention
- Driving account growth through upsell, cross-sell, expanded adoption, and additional strategic opportunities
- Leading commercial conversations including renewals, upgrades, and additional services
- Creating and maintaining strategic account plans aligned to customer objectives and commercial opportunities
- Acting as the voice of the customer internally, collaborating closely with Product, Support, Delivery, AI, and wider operational teams
- Supporting customers through challenges and ensuring a positive, proactive, and solutions-focused experience throughout the customer lifecycle
- Contributing towards customer advocacy initiatives including case studies, testimonials, referrals, and success stories
About You
We're looking for someone who combines strong commercial account management skills with a genuine understanding of marketing strategy, customer engagement, and marketing technology.
Essential:
- Minimum 3 years' experience within Strategic Account Management, Client Services, Customer Success, Digital Marketing, Marketing Consultancy, or a similar customer-facing role
- Strong understanding of marketing strategy and customer lifecycle marketing
- Experience working within a marketing agency, marketing automation platform, CRM provider, digital marketing business, customer engagement platform, or similar environment
- Proven experience managing a portfolio of customers and owning retention, growth, and commercial outcomes
- Experience leading strategic business reviews and presenting to senior stakeholders
- Ability to understand customer objectives and translate them into practical marketing and communication strategies
- Strong understanding of email marketing, customer journeys, automation, segmentation, pipelining , and customer engagement strategies
- Experience gathering customer requirements and translating them into actionable briefs for delivery teams
- Excellent relationship-building and stakeholder management skills
- Strong commercial awareness with the ability to identify growth opportunities through genuine customer value
- Excellent communication, presentation, and consultancy skills
- Highly organised with strong account planning and prioritisation skills
- Proactive, commercially minded, and solutions-focused approach
Desirable:
- Hands-on experience using marketing automation platforms, CRM systems, email marketing platforms, or customer engagement technologies
- Experience building or managing automated customer journeys and nurture programmes
- Experience briefing creative, technical, or marketing delivery teams
- Understanding of multi-channel and cross-channel marketing strategies
- SaaS account management experience
Job Type: Full-time
Pay: £38,000.00-£49,867.48 per year
Benefits:
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
Work Location: Hybrid remote in Nottingham (Nottinghamshire)
