Client Success Manager

Kitt designs and operates workspace for the worlds 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 clients 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

Youre 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 youve developed excellent communication and interpersonal skills that help you connect with clients and understand their needs.

Youre naturally curious and proactive - able to spot opportunities during conversations and turn them into tangible results. Youre self-motivated goal-oriented and thrive on hitting (and exceeding) targets. Staying organised comes easily to you even when juggling multiple priorities in a fast-paced environment.

Youre excited by the opportunity to learn and grow and you bring a positive problem-solving attitude to every challenge. Most importantly youre passionate about helping clients succeed and committed to being a trusted partner in their journey.

Must have 2-4 years in Client Success or Account Management.

Why Kitt

The world of work has shifted forever. As people everywhere prioritise purpose over their paychecks company culture has been thrown into the spotlight. But the problem is too many companies are showing up to work in bland cookie-cutter offices. Were leading this change.

Real company culture can only be built in-person in the real world and for it to be authentic it needs its very own personalised space. Thats why we create offices as unique as the brands and the people who work there. Were long-term culture partners to our clients long after theyve signed the lease and chosen

Well Kitt you out

• Generous stock option scheme (ask us what this means if youre not sure)
• Starting salary of44000 to 59000
• 28 days of holidays a year plus Bank Holidays
• Parental leave: up to 12 weeks paid parental leave for the primary caregiver
• Pregnancy loss support leave
• Regular socials. We love a good party.
• Octopus MoneyCoach
• Workplace Nursery Benefit
• Cycle to Work scheme
• Season Ticket Loans
• WellHub and Dr Care Anywhere to support your mental and physical health and wellbeing
  
  
  We believe the world is transformed when people come together to do extraordinary things. We harness the power of diverse perspectives and experiences fostering collaboration and innovation to achieve extraordinary results that make a positive impact. With the same set of equitable interview questions for all candidates and hiring teams which encompass diversity we prioritise creating an inclusive environment where individuals backgrounds or origins are irrelevant. For more information please contact

Required Experience:

Manager