Client Success Manager

  • Full-time
  • Client Success
  • London


Company Description

SmarterClick is on a mission to change the customer success landscape in a more positive and measurable way. 

Our goal is to help brands and website owners reach their earnings, acquisition and delivery potential through engaging their own website audiences more effectively. 

This success is realised thanks to SmarterClick’s portfolio of technology solutions ranging from exit-intent overlays, browser notifications and dynamic engagement tools.

Job Description

SmarterClick is seeking a Client Success Manager to join their London-based client Success team. 

You will be well versed in account management and client handling, alongside being a seasoned affiliate marketer with commendable technical and commercial knowledge of the industry’s workings.

Reporting into the senior client Success team, you will work to deliver growth across your client base and individual portfolio, conducting campaign reviews, quarterly business reviews, pitching for client budget and making recommendations for optimisation and growth to hit individual KPIs and wider business targets.

Request handling is an active part of the daily conversation with your clients, and by doing so you will be the front-of-house contact for your portfolio relationships. With this comes the expectation to translate client demands into internal requests and forward-thinking commercial opportunities. 

Relationships are key to winning and retaining business within the affiliate industry. You will be expected to grow and develop your network accordingly, attending industry events, seminars and networking evenings in order to build client trust and seek out new business opportunities.


Who are we looking for?

The ideal candidate will come equipped with ample affiliate marketing experience and a vast network of industry contacts and relationships. Proven experience within a similar role is preferred, but those also looking for the next step up are encouraged to apply. Experience in negotiating commercials is expected and will be tested during the interview process. 

Facing new challenges on a daily basis, you’ll need to be solution oriented from the get-go, be able to handle client queries (the good and the bad!) effectively alongside proficient organisational skills and attention to detail. The right candidate will enjoy facetime with clients (that’s offline as well as online!) and will be a competent communicator both internally and externally.

We believe collaboration is key to success. The right candidate will be a great team player and be able to support your colleagues in a fast-paced and demanding environment. 

As per the nature of digital, existing knowledge of Microsoft Office and the Google Suite range will also be beneficial, however training will also be provided.

Key responsibilities 

• Understand the business objectives of each of the clients in a portfolio 

• Report on client KPI’s and make recommendations for optimisation and growth 

• Closely monitor all client’s activity on a daily basis and be proactive if accounts are under-delivering 

• Be proactive with action plans and proposals of optimisation opportunities 

• First line of support for your client portfolio and agencies or networks connected to their programs 

• Be able to create & present forecast, optimisation and development plans for clients 

• Ensure daily tasks completed efficiently

• Work with design team to ensure creative aligned to client’s brand guidelines and optimised regularly according to results 

• Ensure smooth set up and launch of all new clients, following brief from sales team 

• Be able to attend pitch meetings when required and confidently promote Smarter Click brand to new clients/agencies 

• Entertain clients in social situations where required 

• Support with finance requests and follow up on late payments from clients or agencies 

• Promote and sell new product development features to your portfolio of clients  

• Ability to deliver against specific KPIs including monthly revenue targets and profitability; client satisfaction based on feedback surveys; cross selling of campaign features.

Professional requirements 

• Minimum two years’ experience as an account manager or an account executive in digital marketing, preferably performance marketing  

• Strong knowledge of online marketing 

• Strong analytical skills and ability to analyse trends and take actions 

• Strong strategic thinker with demonstrated experience 

• Demonstrable influencing skills and good commercial awareness 

• Confident communicator at all commercial levels, with proven oral and written presentation skills 

• Management skills with the ability to mentor small teams are beneficial, but not essential 

• Experience in the coordination and management of a portfolio of clients 

• Great team worker with strong organisational & multi-tasking skills 

• Solutions oriented with strong problem solving skills 

• Strong grasp of Microsoft applications: Excel, PowerPoint, Word, Outlook and CRM


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