Client Success Manager

Substrakt

6d•Remote

About The Position

We’re looking for a Client Success Manager to join our growing North American team. This is a pivotal role at Substrakt. You’ll be responsible for the success of a portfolio of client relationships - ensuring that our work is strategically aligned, well delivered, and continuously evolving. You’ll act as the primary point of contact for your clients, guiding them through implementations, projects and ongoing development. You’ll combine strong delivery management with strategic thinking and commercial awareness - helping clients to get the most out of their partnership with Substrakt. Internally, you’ll work closely with design, engineering and support teams - acting as the bridge between disciplines to deliver high-quality outcomes.

Requirements

Experience managing client relationships in a digital agency, consultancy, start-up or similar environment
Strong experience of managing digital projects
Confidence leading conversations around strategy, budgets and roadmaps
Excellent organisational skills and attention to detail
Commercial awareness - you understand how work translates into value and revenue
Ability to work collaboratively across multidisciplinary teams

Nice To Haves

Experience in the arts and culture sector is a bonus, but not essential.

Responsibilities

Client relationship ownership
Acting as the day-to-day contact for a portfolio of clients
Building strong, trusted relationships with key stakeholders
Developing a deep understanding of each client’s organisation, goals and challenges
Ensuring clear, consistent and proactive communication
Strategic guidance & roadmap development
Leading Discovery workshops for new website implementations
Delivering Strategic Reviews on existing websites and developing roadmaps for future development
Helping clients prioritise work based on impact and value
Identifying opportunities to improve performance, engagement and revenue
Project Management
Planning and delivering client projects
Working closely with design, engineering and support teams
Ensuring work is well scoped, phased and delivered to a high standard
Maintaining visibility of timelines, risks and dependencies
Commercial awareness & account growth
Owning the commercial performance of your client portfolio
Identifying and shaping opportunities for future projects
Developing scopes and proposals that reflect value and outcomes
Supporting revenue forecasting through a clear view of pipelines
Client experience & continuous improvement
Ensuring a high-quality and consistent client experience
Gathering feedback and identifying areas for improvement
Contributing to how we refine our processes, products and approach