Senior Client Success Manager

Responsibilities

• Own and manage a portfolio of high-value, strategic client accounts to drive retention and revenue growth
• Build and maintain strong, long-term relationships with senior client stakeholders
• Provide day-to-day management, coaching, and support for a team of 3–4 Account Managers
• Serve as the primary internal escalation point for operational issues and coordinate cross-functional resolutions
• Manage the day-to-day operations of the Front of House team and Internal Support team
• Track and report on key success metrics including retention, churn, NPS, and revenue growth
• Collaborate with Operations to align client needs with business goals and influence service improvements

Requirements

• Proven experience in Client Success, Account Management, or similar client-facing roles
• Demonstrated experience managing large, strategic accounts
• Prior experience leading or mentoring a small team
• Strong problem-solving skills and the ability to manage complex escalations effectively
• Excellent communication and stakeholder management skills
• Commercially minded with a focus on client growth and retention

Benefits

• Starting salary of £54,500 - £70,000
• Generous stock option scheme
• 28 days holiday per year plus Bank Holidays
• Up to 12 weeks paid parental leave for primary caregivers and pregnancy loss support leave
• Workplace Nursery Benefit and Cycle to Work scheme
• Season Ticket Loans and Octopus MoneyCoach
• Mental and physical health support via WellHub and Dr Care Anywhere
• Regular social events

About the Company

Kitt designs and operates workspaces for the world's most vibrant brands. From managing design and build to creating an elevated ongoing experience, Kitt creates spaces that are worth leaving home for.