Client Success Manager

Job Description:

Client Success Manager
Location: Bristol, Onsite

Are you looking for an exciting career in the technology industry?

Welcome to Likewize - the market leader and one of the fastest growing companies in insurance, repair, sustainability and technology platforms!

Imagine being part of a team that keeps the digital world running. At Likewize, that's exactly what we do. We're the heroes behind the scenes, making sure technology always works - no matter what.

About the role

Do you have a passion for driving the delivery of world-class technical support programmes? Are you able to act as the linchpin between clients and internal delivery teams and own the success of our partnership?  We are seeking a proactive and detail-oriented Program Delivery Manager to join our team.

This role is pivotal in ensuring the success of our client programmes, meeting KPIs, and fulfilling contractual obligations. You’ll focus on enhancing programme performance, driving in-life improvements, and identifying opportunities for growth—all whilst driving the best experience for the end user. You’ll be deeply analytical, leveraging insights from customer data to guide decisions and conversations, and well-organised, able to manage multiple projects of varying size and scale simultaneously.

As a Client Success Manager, you’ll take ownership of seeing initiatives through to completion, asking the right questions, and staying on top of every detail. Knowledge of ticketing workflows (e.g., JIRA), reporting tools (Power BI), and advanced Office skills (Excel, Powerpoint etc) will be highly beneficial.

Key Areas:

Client Relationship Ownership

• Act as the primary point of contact for assigned clients, building and maintaining strong relationships.

• Represent the client’s voice internally, ensuring their needs and priorities are effectively communicated and actioned.

• Provide regular updates to clients on programme performance and improvement initiatives.

• Prepare and deliver business reviews to assigned clients (MBR/QBR/Ad-Hoc etc)

Programme Management and Delivery

• Own the delivery and success of client programmes, ensuring KPIs and contractual obligations are met.

• Plan and manage client projects, balancing priorities and ensuring timely delivery.

• Collaborate with internal teams to resolve issues and deliver high-quality outcomes.

• Partner with Product Optimisation and Development teams to create the clients delivery roadmap.

Performance and Optimisation

• Analyse customer interactions, voice of customer data, and client-provided insights to identify opportunities for improvement.

• Use data to guide decision-making and inform programme enhancements.

• Drive performance improvements and programme enhancements in-life, ensuring continuous optimisation.

Collaboration and Leadership

• Work closely with internal teams, including operations, IT, content and delivery to ensure alignment with client goals.

• Lead cross-functional discussions to resolve challenges and enhance programme delivery.

• Act as a trusted advisor to clients, providing data-driven recommendations for programme success.

Role and Responsibility:

Ownership

• Take full responsibility for the delivery and success of client programmes.

• Ensure all programme deliverables meet or exceed client expectations.

• Champion a customer-first mindset across all aspects of the role.

Collaboration

• Act as the central point of coordination between clients and internal teams.

• Communicate effectively with stakeholders, ensuring clarity on goals, progress, and outcomes.

Data and Insights

• Use available data (PowerBI) to analyse programme performance and identify trends.

• Translate data insights into actionable plans for programme improvement.

• Identify platform and product improvements, managing priorities for delivery.

Key Skills and Qualifications:

Experience

• Proven experience in programme or client account management, with a focus on delivery and optimisation.

• Strong understanding of KPIs and metrics-driven programme success.

• Advanced Excel skills and proficiency with other Microsoft Office tools.

• Prior experience of the delivery of SaaS platforms/programs a benefit.

Knowledge and Skills

• Exceptional organisational and multitasking abilities, with a strong attention to detail.

• Deeply analytical, with the ability to interpret complex data and derive actionable insights.

• Strong communication skills, capable of presenting data and strategies to diverse audiences.

• Familiarity with voice of customer analytics and client success strategies.

Personal Attributes

• Proactive, with a “completer-finisher” mindset and a drive to see tasks through to completion.

• Curious and inquisitive, always asking the “why” and looking for opportunities to improve.

• Self-motivated and adaptable, able to thrive in a fast-paced, dynamic environment.

What do we offer?
At Likewize, we care about you and your progression. We offer:

• 25 Days annual leave

• A competitive salary and benefits package

• A supportive and collaborative culture

• A fun and dynamic work environment

• A range of learning and development opportunities

• Health Cash Plan, covering Dental, Optical, Prescriptions, Health & Wellbeing, Maternity Antenatal appointments & adoption

• Access to a GP at any time, with prescriptions delivered to your home or work

• Enhanced Maternity, Paternity & Adoption

• My Perks that have hundreds of offers available with exclusive discounts and cash back on purchases

• A fully paid Employee Assistance Programme

• Free onsite car parking

• Employee Discounts

• Holiday buy back scheme, the opportunity to buy up to five extra days of annual leave

Ensure Fairness & Embrace Differences
We believe in fairness – so much so that Fair is one of our core values. To us, fair means being straight up and honest, and impartial and appropriate in our interactions; it means that we embrace diversity and are respectful and inclusive to everyone.

We know being diverse and inclusive goes beyond fairness. In fact, its fundamental to how we win. It takes all of us, with all our different points of view and experiences, to deliver for Likewize. Together we are committed to creating a work environment where differences are celebrated and are essential to our success.