Customer Success Manager

Every client we work with has one person here who is responsible for their success. You own the relationship with up to 30 solar installers, sitting in a pod with a creative strategist and a media buyer. Your job is to make sure every client gets the results they signed up for: keeping them informed on what we are doing, why it is working and what comes next, and holding them to their side of the deal.

You report to Charlotte Allcard, our Client Success & Delivery Lead. You build up to 30 clients with support; you will not be handed 30 in week one. You will also help shape how customer success works here as we grow.

• 01The results are real, and you can see them.Every quote and sale lands in our system, so you can show a client exactly what their ads made them.
• 02Straight talk, not decks.Many of our installers are ex-trade. They want a straight answer on WhatsApp, not a slide.
• 03Nothing waits on a million approvals.If a client needs something fixed, you say so on Monday and the pod acts on it that day.
• 04You earn when your clients grow.You introduce new services to the clients they suit, and earn commission on every one you sell.

• 01Onboard every new client.Run the introduction call, set up the WhatsApp group, run the onboarding call and book the shoot, setting clear expectations from the first conversation.
• 02Own the relationship.You are the client's first point of contact, mostly on WhatsApp, and you are responsible for their experience with us.
• 03Explain the results.Know what each client's ads are producing in quotes and sales, and why. Explain it in plain English, including when the news is not good.
• 04Hold the client accountable.Results depend on them too: answering leads quickly, following up quotes, turning up to shoots ready. When they slip, you tell them, kindly and directly.
• 05Keep a steady rhythm.Two written WhatsApp check-ins a week per client, one on their data and one general, and a monthly in-depth performance review call.
• 06Spot trouble early.Notice when a client is under pressure, going quiet or losing faith, and fix it before it becomes a lost partnership.
• 07Speak up for the client inside the pod,so the next shoot and the campaign reflect what the client actually needs.
• 08Measure how happy clients are.Run the quarterly satisfaction survey, act on it, and report on satisfaction and churn across your book.
• 09Grow the account.Introduce the services that solve a client's next bottleneck, such as CRM builds, recruitment, coaching and referrals, and help onboard the ones who say yes.
• 10Keep the records straight,so anyone in the business can pick up the context in one look.
• 11Improve how we do it.Work with Leo Rocha, our Systems Architect, on the processes, templates and tooling that help every CSM support their clients better.

• You can tell when a client is under pressure before they say so, and you pick up the phone.
• You can deliver bad news clearly and calmly, and the client trusts you more afterwards.
• You can explain how ads are performing, cost per sale and dipping leads included, in a way that is easy to understand.
• You are honest by default and would rather fix a problem than hide it.
• You are as comfortable with a casual WhatsApp to a local installer as leading a review with a national company.
• You care whether a client is making money, and are comfortable giving the feedback that makes sure they do.

Experience in client success, account management or client services is a bonus, especially at an agency, but not essential. If you have worked in a different role, tell us why you would make the jump. You will need to be in Manchester two days a week.

• £36,000base salary£45,000OTE£36,000 base salary, with £45,000 on-target earnings including bonuses tied to monthly churn and commission on the services you sell to clients, plus team-wide bonuses when we hit company milestones.
• 28days28 days paid holiday, with Christmas Eve and New Year's Eve off on top.
• twodays a week10days a yearHybrid: two days a week in our Manchester office, the rest from home, plus 10 days a year working remotely from abroad.

• UK travel to meet clients, with every expense covered.
• The latest software and equipment, MacBook included.
• Socials that actually happen: masterminds, nights out in Manchester and the odd premiere.
• Clients who are genuinely good fun: many are ex-trade who got off the tools and built their own businesses. No stuffy "circle back" conversations.

Watch this first: Working at On steroids, a short video about the team and how we work.

1. 1This application.Two minutes: a few short questions and your contact details. A CV helps, but it's optional.
2. 2A short phone call with us.About you, the job and the pay.
3. 3A video introduction.Filmed on your phone, unpolished is fine. It's not optional: it tells us more than any CV.
4. 4A one-hour trial task with Charlotte Allcard, our Client Success & Delivery Lead.
5. 5An interview with our co-founders,Jude Cornish and Joe Garbutt.

Everyone hears back within 7 days, yes or no.