Senior Client Success Manager - #2077096

We are seeking a confident, experienced and strategic Senior Client Success Manager to lead and evolve the end-to-end client experience within our organisation. This role is critical in ensuring that clients receive a consistent, high-quality journey from onboarding through to ongoing certification and renewal and that the organisation becomes known for excelling in its client experience delivery.

This is a strategic and hands-on role for someone who not only has extensive experience in this field, but who is passionate about service design, process improvement, and client engagement.

You will take ownership of identifying, prioritising, and implementing improvements across our client journey — working collaboratively with teams across the organisation, including operations, sales, technical, marketing, assurance, and quality, and how to systemise a project that enables continuity of service delivery, improve client communications, enable data-driven analysis for continuous improvement.

You will play a key role in embedding a client-centric culture, managing client feedback and complaints, driving continuous improvement, and ensuring that client experience is measurable, actionable, and aligned with business objectives, while ensuring our processes and systems remain robust, efficient, reportable and scalable, fully compliant to our regulatory obligations. You will have systemisation and data at your core of decision-making, and have a passion for continuity, consistency and turning the complex into accessible understanding.

You believe in building relationships to achieve your goals and are not scared to have honest and transparent conversations to challenge the status quo; working closely with all departments in the business where you will lead the charge to transforming the way we serve our clients better.

Main Duties/Responsibilities:

Client Experience Strategy & Ownership

• Take end-to-end ownership of the client experience (not the functional deliverables), identifying friction points and opportunities for improvement, including:
• The entire acquisition process, including onboarding communications, commercial and sales processes
• The handover between pre-production, production and post-production phases in certification and project delivery
• Clear and succinct client onboarding communications throughout the entire client lifecycle, including project delivery and post-delivery maintenance cycles
• Continuity in brand and service communication, translating internal language into client-centric understanding
• Develop and deliver a clear plan of short, medium, and long term actions to enhance the client journey
• Champion a client-first mindset across all departments
• Translate client feedback into actionable insights and organisational improvements
• Act as the internal voice of the client at leadership level

Own the client feedback and complaints loops to embed critical learnings

• Administer the complaints, concerns and complements process in line with our existing obligations and accreditation commitments – including working on a rebranding project to reposition this as continuous feedback to develop a truly learning culture
• Analyse trends and root causes in complaints and feedback and address with department heads, including monitoring progress of improvement

Cross-Functional Collaboration

• Work closely with Sales, Operations, Certification, Technical, Finance, Assurance, Quality and Marketing teams to align priorities and remove barriers to great service
• Act as the voice of the client in internal discussions — ensuring every improvement considers both operational efficiency and client impact
• Facilitate workshops and working groups to co-create solutions across functions
• Provide regular progress updates at colleague forums to demonstrate active progress and focus areas
• Create the appropriate controlled forums across the business to prevent siloed thinking and isolation

Process and Systems Improvement

• Map existing client touchpoints and business processes to identify inefficiencies or gaps
• Recommend and help implement systemised, technology-enabled solutions to simplify and improve the client journey, by client size type and risk profile to create a tailored client experience, underpinned by a solid onboarding communication strategy and client portal that offers critical, immediate updates
• Support the development of process documentation, training materials, and standard operating procedures to ensure changes are embedded
• Identify communication automation, training requirements and staff capability at all client touch-points
• Lead the development of a fully digitised client portal that will serve as the key engagement point for self-service and communications, freeing up our people to provide a more personal, focussed, dedicated service to clients day-to-day

Insight & Measurement

• Gather and analyse client feedback (surveys, interviews, data trends) to identify root causes of dissatisfaction
• Define and track key client experience metrics (e.g. client satisfaction, response time, quote-to-contract cycle, client churn rate and more)
• Report progress and outcomes to leadership, ensuring visibility of both quick wins and longer-term projects

Change Leadership

• Champion a client-first mindset across the organisation Communicate progress clearly and positively to internal teams
• Coach teams in adopting best-practice communication and service delivery behaviours
• Deploy a new, tailored client-centric process flow (‘4 lanes, 1 journey’)

Team Management: Client Lifecycle Management

• The deployment of an evolved client engagement process starts with designing the process first and will be followed by the transfer of client-facing colleagues to report into this role in its entirety. This includes colleagues involved in the management of the day-to-day client relationship, as well as the colleagues responsible for handling all inbound general client queries

Skills & Experience:

Essential:

• Significant experience (typically 7+ years) in Client Experience, Service Design, or Customer Success roles, ideally within a B2B or regulated/technical environment
• Proven ability to diagnose service challenges and design practical, systemised solutions
• Strong understanding of process mapping, service design, and continuous improvement methodologies
• Excellent stakeholder management and collaboration skills — able to influence across functions and levels
• Exceptional communication skills with the ability to translate complex issues into clear, actionable improvements, including conflict management, process creation and more
• Confident in using data, analytics, and feedback to drive decision-making

Desirable:

• Experience within a certification, testing, inspection, or technical services organisation
• Familiarity with CRM or workflow systems (e.g. Salesforce, Dynamics, ServiceNow), Monday.com (scheduling) and other client-delivery platforms
• Knowledge of Lean, Six Sigma, or other structured improvement frameworks

Personal Attributes:

• Highly proactive, with a strong sense of ownership and accountability
• Analytical yet empathetic — able to balance business process logic with client emotion
• Positive, pragmatic, and solutions oriented
• Comfortable leading change in a complex or evolving environment

More info here -> https://www.bbacerts.co.uk/about-us/working-at-the-bba/vacancies/