Customer Success Manager

Proof of our impact

• Activ8 Energies — 79% cheaper leads, acquiring solar customers for £110
• AJ Renewables — £109k in first 30 days, now over £0.5m
• Little Green — £226k from £1.5k in ad spend (150x ROAS)
• LET Electrical — AOV jumped from £8.5k with previous agency to £14k
• Wickes/Solar Fast — 40% lower cost per pitch vs any other lead source

We're looking for a Client Success Manager to own 25–30 client relationships and be the heartbeat of the client experience at SOS.

This isn't a passive account management role. You'll be proactive, structured, and commercially aware, spotting risks before they escalate, keeping campaigns running smoothly, and building the kind of relationships where clients feel genuinely looked after.

You'll report directly to Joe Garbutt, Co‑founder, and work closely with our creative, media buying, and delivery teams.

• Own the client relationship end‑to‑end, acting as the primary point of contact for 25–30 clients across their full journey with SOS.
• Lead clients through onboarding and launch, targeting sign‑to‑shoot within two weeks and campaign live within two weeks of shoot.
• Maintain a structured communication rhythm: two Whats App check‑ins per week per client (one data‑focused, one general), a monthly performance call, and a quarterly in‑depth review.
• Provide daily check‑in messages to all onboarding clients until they are fully launched and settled.
• Monitor client health weekly, update health scores, and flag churn risks proactively in internal team calls.
• Escalate to weekly calls immediately when a client reaches churn risk.
• Send Loom video check‑ins to any client who doesn't attend a scheduled call, ensuring no one falls through the cracks.
• Coordinate with creative, editing, and media buying teams to keep quality and deadlines on track.
• Maintain accurate client records and report regularly on satisfaction, health, and retention.

• Based in or able to commute to Manchester two days per week.
• Comfortable being held to clear performance targets — including