Client Success Manager

Location: UK home-based

Background:

Founded in 2004, we were one of the very first absence management companies to operate in the UK. Since that time, we’ve evolved to become leaders in the employee wellbeing field, combining our in-house multidisciplinary clinical expertise with the latest technology and insight to deliver a much more progressive and impactful approach for our customers and their employees. 

With nearly 149 million working days lost to sickness absence each year in the UK, the economic cost is enormous — but so is the opportunity. At GoodShape, we help clients reduce lost time by 20–40%, recoup one working week per employee every year, and generate a 4:1+ return on investment in as little as six months.  

 

About Role:

As we scale our services and expand into new markets, retaining and growing our existing client base is central to our strategy. That’s why we’re hiring a dynamic, strategic, and commercially focused Client Success Manager (CSM) to lead partnerships and unlock long-term value for our clients. 

 

Purpose of Role:

The Client Success Manager will own a portfolio of client relationships, acting as a strategic advisor, commercial lead, and service quality champion. This role blends client strategy, data insight and commercial development.

 

Core Objectives: 

  1. Strategic Account Management: Build high-impact relationships with clients at all levels to drive measurable value and become a trusted partner. 
  2. Client Account Commerciality: Lead on commercial planning, renewals, and revenue growth across your portfolio.
  3. Client-Centric Service Excellence: Drive exceptional client engagement through deep understanding of organisational strategy and industry challenges. Acting as the voice of the customer and representing internal teams.

 

Key Responsibilities:

  1. Strategic Account Management 
  • Build and nurture strategic relationships with client stakeholders across functions. 
  • Understand client goals and objectives, success measures, and priorities – and show how GoodShape’s services deliver results. 
  • Lead regular performance reviews,, backed by actionable insights and market data. 
  • Maintain in-depth account plans, SWOT analysis, and client engagement strategies. 
  • Identify and share opportunities for service enhancement, innovation, or efficiency using platform data and sector insights. 
  1. Client Account Commerciality 
  • Own the commercial lifecycle: retention, contract renewals, upselling, and margin management. 
  • Monitor account profitability and contribute to financial planning and forecasting with the Client Success Director. 
  • Collaborate with Business Development teams to identify new revenue opportunities. 
  • Attend networking events and client forums to represent GoodShape and expand relationship networks. 
  • Track and manage contract tenure, invoice cycles, and account-level debt. 
  1. Client-Centric Service Excellence 
  • Track client performance through dashboards and internal tools. 
  • Lead remediation planning for at-risk accounts and client issues. 
  • Ensure consistent alignment with internal teams to meet and exceed SLAs and client expectations. 
  • Adhere to internal compliance and quality frameworks. 
  • Support smooth product rollouts and change initiatives within client environments. 

 

Relevant Skills and Experience:

We’re looking for an enthusiastic and influential manager who takes initiative, thrives in dynamic environments, and consistently delivers measurable results. You’ll be a confident relationship builder – persuasive and credible – capable of gaining buy-in for ideas through trust and strong communication. You enjoy rising to a challenge, operate with autonomy, and are empowered to make decisions within a supportive company framework. 

Skills

  • Positive and proactive attitude, bringing energy, initiative, and a collaborative mindset.
  • Strong communication and presentation skills. Confident with C-suite and operational stakeholders.
  • Consultative selling, negotiation, and influencing capabilities.
  • Commercial and financial acumen, including understanding of P&L levers.
  • Structured and analytical thinking; strong attention to detail.
  • High emotional intelligence and relationship-building finesse.
  • Agile, adaptable, and solutions-oriented under pressure. 

Experience

  • Proven experience managing a portfolio of strategic B2B client accounts.
  • Demonstrated success in client retention, account growth, and commercial outcomes.
  • Experience working across complex service ecosystems with multiple stakeholders.
  • Financial and contractual understanding, including renewals and pricing structures.
  • Confident using CRMs, dashboards, and performance data to drive engagement. 

 

Key Performance Indicators:

  • Achievement of agreed strategic objectives and actions that contribute to overall company performance.
  • Client satisfaction and retention metrics.
  • Achievement of gross margin and revenue growth targets.
  • Conversion of upsell and expansion opportunities.
  • Delivery and maintenance of strategic account plans.
  • Conversion of upsell and expansion opportunities.
  • Role modelling behaviours in line with company values and guiding principles. 

This is by no means a definitive list, and from time to time the role may require the individual to support, drive and undertake tasks which fall outside of the formal job description above.

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