Client Engagement Manager or Remote

Which is why we’re looking for an experienced, Client Engagement Lead.

This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business.

The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved.

This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment.

• Strategic Client Management
  • Develop and maintain strong relationships with key customer stakeholders
  • Serve as the senior point of contact for strategic client engagement
  • Lead regular customer review meetings and engagement planning sessions
  • Ensure customers are aligned with platform capabilities, updates, and delivery expectations
  • Build trust through proactive communication and consultative support
• Cross-Functional Leadership
  • Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations
  • Coordinate internal communication relating to customer priorities, risks, and opportunities
  • Support the prioritisation of customer issues and enhancement requests
  • Collaborate with leadership teams to improve customer engagement strategies and processes
• Customer Success & Retention
  • Drive customer satisfaction, retention, and long-term engagement
  • Identify and mitigate customer risks or service concerns
  • Monitor engagement metrics and customer health indicators
  • Support renewal conversations and expansion opportunities where appropriate
  • Champion the voice of the customer internally
• Operational & Process Improvement
  • Contribute to the development of scalable customer engagement processes
  • Support continuous improvement initiatives across customer experience and communication
  • Maintain accurate customer records, reporting, and engagement documentation
  • Mentor or support junior engagement or client services team members where required
• KPI metrics
  • Customer Retention Rates
  • Customer Satisfaction
  • Net Promoter Score Customer Feedback

• Essential
  • Proven experience in client engagement, customer success, account management, or client services within SaaS or technology
  • Strong stakeholder management and communication skills
  • Experience managing complex customer relationships
  • Ability to collaborate effectively with technical and non-technical teams
  • Strong organisational and strategic thinking skills
  • Ability to manage competing priorities and customer expectations
• Desirable
  • Experience working within B2B SaaS or digital platforms
  • Familiarity with agile or product-led environments
  • Experience with CRM/customer engagement platforms
  • Understanding of customer retention and lifecycle management strategies

• Relationship-driven and commercially aware
• Confident communicator and facilitator
• Strategic and solutions-focused
• Calm and resilient under pressure
• Collaborative leadership style
• Customer advocate with strong emotional intelligence

Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ

• Great culture & working environment – working with a close-knit team in a global company
• 25 days annual vacation (plus UK bank holidays)
• 10 days ‘Workcation’ - reduced hours to work somewhere interesting
• BHFC Healthcare
• Death in Service

Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later. Hybrid 3:2 days office/remote (Baltimore House, Gateshead)