Client Success Manager

We’re looking for a part time Client Success Manager to join our account management team for 3 days a week to build strategic, trusted and lasting relationships with the brilliant organisations that we work with.

Wholegrain has a vision of building more humane digital experiences that are designed for the people who need them and kinder to the planet. That means accelerating the shift to a greener internet by creating human-led, low carbon websites and providing sustainable digital transformation for brands with purpose.

Although Wholegrain is based in London, and we enjoy monthly team time together there, our people are spread outside of the capital. Collectively, we work to create an inclusive and supportive environment which actively encourages ideation and innovation as well as leaving space for the team to challenge and be challenged, regardless of their background, identity or job title.

We are happiest when our clients and team are aligned and happy, doing great work we are proud of and our websites are performing to their full potential of performance, accessibility and digitally sustainability.

To deliver ongoing quality and great service, we rely on a highly organised and proactive account management function within the Client Success team, with great communication skills and an ability to build lasting relationships. We are particularly keen to hear from you if you have a passion for purpose and have experience working with purpose driven organisations, over multi-year partnerships.

We are Word Press specialists and so as a Client Success Manager, you will manage a portfolio of purpose driven client accounts who are either moving through a web design and development project or in our strategic retainer model. You will be able to lean on our wider team and your own insights from working in account management in similar spaces previously, to identify the most strategic path to the right end goal whether it be stability, strengthen, growth or even off boarding.

This role will suit someone who is currently working in account management within the digital space and can bring their experience and existing skills to confidently inherit accounts as well as take on new ones. You will know the impact of a proactive, confident and friendly approach with clients whilst also having excellent attention to detail when it comes to the administration work that underpins successful account ownership.

• Relationship building
  We build great relationships by providing an honest and genuine service for our client partners. You will engage on a level that feels comfortable for both sides of the partnership, providing a safe pair of hands and building trust whilst also pulling on your experience to know when to pull back and when to push forward.
• Vision for growth
  Spotting strategic opportunities to build closer bonds, do better work and further our mission. Sharing knowledge from cross sector applications and understanding partner objectives to build digital solutions that drive growth.
• Clear communication
  We are a fast paced team and so the ability to manage multiple conversations and calmly keep communications strong is really important. You’ll use your experience to know when to handle escalation at account level yourself and when to elevate further.
• Financial awareness
  The traditional account management financial awareness will be required whereby you have strong commercial awareness of projects, the team and delivering against budgets from the account level. You will deliver clarity on everything from Investment made versus profit made, all the way through to financial forecasting and invoice management.
• Managing expectations
  You will balance client…