The Burford Recruitment Company are working in partnership with an established and purpose-led company who are seeking an experienced and motivated Client Success Manager to join their team.

Specialising in workplace culture improvement through a sophisticated SaaS platform and high-touch client support, the organisation serves a global client base across the UK, US and Europe, with a particular focus on the hospitality and SME sectors.

This is an exciting opportunity to be part of a growing business that is committed to helping organisations create better workplaces, enhance employee experience and improve operational performance.

Please note: This position is office based, located in a stunning rural Cotswold setting - your own transport is essential!

The Role

As a Client Success Manager, you will be responsible for delivering exceptional client service and supporting clients throughout their engagement with the company's culture improvement programmes. You will play a key role in client retention, satisfaction, and ensuring a smooth user experience.

Reporting to the Head of Client Success, your responsibilities will include day-to-day client communication, dashboard and data management, invoicing support, and close collaboration with internal teams to continually improve the client experience.

Key Responsibilities

* Manage incoming client enquiries via the support inbox, ensuring timely and professional responses

* Provide expert guidance on the company's platform, programmes, and cultural principles

* Create and oversee client dashboards, monitoring participation and flagging areas for follow-up

* Generate AI-powered reports and analyse feedback to identify actionable insights

* Maintain accurate and up-to-date CRM records and employee data

* Use client scorecards to identify risks and opportunities, liaising with internal teams as needed

* Support the finance team by following up on outstanding invoices and resolving billing queries

* Contribute to the development of client resources and continuous service improvement

The Ideal Candidate

* Experience in a high-level customer service or client-facing role

* Excellent communication skills, both written and verbal

* Strong organisational skills and the ability to manage multiple priorities

* High attention to detail and analytical thinking

* A proactive and enthusiastic attitude with a desire to learn and grow

* A team player who is comfortable working independently when required

Benefits

* Salary of £35,000-£45,000 depending on experience

* Performance-related bonus

* Pension scheme

* Opportunities for personal and professional development

* A collaborative and supportive working environment