Client Services Manager

Dark Horse is a renowned digital marketing agency based in the UK, specialising in PPC, SEO and Paid Social. With a diverse clientele and a commitment to delivering exceptional results, we are expanding our Client Services team to continuously improve and evolve our services.

We work with aspiring 7-figure businesses and grow them to 8-figure businesses through elite level search marketing.

The role

As a Client Success Manager, you will be an integral part of our expanding client services team. You'll serve as an additional key point of contact alongside our PPC, SEO, and Paid Social service leads.

• Independently oversee a portfolio of client accounts, ensuring accountability for retained revenue.
• A key contact and point of escalation for your clients, understanding their business objectives to align our services to meet their goals.
• Actively resolve client concerns and deliver solutions with exceptional customer service.
• Manage client contracts, securing renewals and upsells.
• Foster client relationships to develop cross selling and referral opportunities.
• Assist in identifying and implementing initiatives to enhance client loyalty and satisfaction.
• Gather client feedback and collaborate with internal teams to address concerns and enhance relationships.

What’s on offer

We think we’ve built a great place to work, where every individual feels rewarded for the effort, they put in. Enjoy this along with:

• Hybrid working, two days a week in the office
• Flexitime
• Birthday off, obvs
• Leafy Altrincham location
• Dark Horse will carbon offset your role with The Dark Forest (green is good)
• Working in an amazing team – Learning from some fantastic people

The requirements

• Proven client success experience within a performance marketing agency.
• Proven track record of renewing contract, securing upsells and cross selling.
• Excellent communication, customer service and interpersonal skills.
• Good understanding of PPC, SEO and Paid Social.
• Excellent attention to detail and experience managing contracted service.
• A results-oriented mindset focused on client satisfaction and revenue growth.
• All the gimmes – organisation, numeracy, IT skills, pro-active and a team player.

Success in this role hinges on becoming a trusted advisor to your clients, making sure everyone is aware of what success looks like, and leading them to success.