The Role

We're looking for a Client Success Manager to own 25–30 client relationships and be the heartbeat of the client experience at SOS.

This isn't a passive account management role. You'll be proactive, structured, and commercially aware, spotting risks before they escalate, keeping campaigns running smoothly, and building the kind of relationships where clients feel genuinely looked after.

You'll report directly to Joe Garbutt, Co-founder, and work closely with our creative, media buying, and delivery teams.

Key Responsibilities

• Own the client relationship end-to-end, acting as the primary point of contact for 25–30 clients across their full journey with SOS.

• Lead clients through onboarding and launch, targeting sign-to-shoot within two weeks and campaign live within two weeks of shoot.

• Maintain a structured communication rhythm: two WhatsApp check-ins per week per client (one data-focused, one general), a monthly performance call, and a quarterly in-depth review.

• Provide daily check-in messages to all onboarding clients until they are fully launched and settled.

• Monitor client health weekly, update health scores, and flag churn risks proactively in internal team calls.

• Escalate to weekly calls immediately when a client reaches churn risk.

• Send Loom video check-ins to any client who doesn't attend a scheduled call, ensuring no one falls through the cracks.

• Coordinate with creative, editing, and media buying teams to keep quality and deadlines on track.

• Maintain accurate client records and report regularly on satisfaction, health, and retention.

Requirements

• Based in or able to commute to Manchester two days per week.

• Comfortable being held to clear performance targets — including <5% quarterly churn, 90%+ review completion rates, and same-business-day response times.

• Excellent verbal and written communication — clear, confident, and direct without being cold.

• Strong empathy and active listening; able to read when a client is under pressure and act quickly.

• Highly organised with the ability to manage a high volume of touchpoints without things slipping.

• Experience in client success, account management, or client services — marketing, creative, or media background preferred.

• Commercially aware — you notice growth opportunities and aren't afraid to raise them.

• Honest and straightforward; you tell clients what they need to hear, not just what they want to hear.