ClientSuccessManager

Kitt designs and operates workspace for the world's most vibrant brands. From managing the design and build, to creating an elevated ongoing experience, we create spaces that are worth leaving home for. **🚀 Role Mission** The Client Services Manager will drive an excellent client experience by driving customer satisfaction amongst their portfolio of clients, ensuring that clients' day-to-day needs are met to a high standard by our delivery teams, as well as converting satisfaction into revenue, via upsell opportunities and additional services. ### Responsibilities * Manage a portfolio of client accounts * Build strong, long-term relationships with both office managers, lead tenants and influencers * Stay on top of the detail of a client’s experience and service from Kitt, paying proactive attention to matters such as service requests, chat messages, health and safety procedures * Escalate proactively and effectively when clients encounter issues, bringing in Senior Operations Managers and Commercial Account Managers * Hit or exceed KPIs (Clarity Scores, CSATs) * Drive client retention, satisfaction, and revenue growth through proactive engagement and updates * Identify opportunities for upselling and cross-selling services * Create a funnel of commercial and expansion opportunities from their portfolio, that can be converted into deals by the Commercial Account Managers. **About you** You’re a people-person with a passion for delivering great service and building strong, lasting relationships. With previous experience in customer service, account management, or sales, you’ve developed excellent communication and interpersonal skills that help you connect with clients and understand their needs. You’re naturally curious and proactive - able to spot opportunities during conversations and turn them into tangible results. You’re self-motivated, goal-oriented, and thrive on hitting (and exceeding) targets. Staying organised comes easily to you, even when juggling multip