Client Services Specialist

We’re looking for a Client Services Specialist who can take genuine ownership of our client relationships. Your job is to make sure clients feel supported, informed, and confident in the work we’re doing together. You’ll keep commitments moving, spot risks before they become problems, and ensure that important details don’t disappear into an inbox, meeting, or Slack thread.

This is not a reactive customer-support role. It’s also not a role where “following up” simply means asking everybody else for an update.

We need someone who can understand what a client is trying to achieve, coordinate the work required to get them there, and confidently own the communication along the way.

• Build strong, trusted relationships with our clients.
• Understand each client’s goals, priorities, expectations, and current sentiment.
• Serve as the bridge between clients and the internal team.
• Lead client meetings and turn conversations into clear decisions, owners, and deadlines.
• Make sure every commitment is properly recorded and followed through.
• Keep Click Up and client records accurate enough that another team member can confidently step in when needed.
• Proactively communicate progress, delays, risks, and changes—before clients need to ask.
• Identify unhappy, disengaged, or at-risk clients early and coordinate an appropriate response.
• Manage onboarding, ongoing client rhythms, milestones, renewals, and cancellations with care.
• Coordinate smooth handovers and coverage when somebody is out of office.
• Escalate issues with context, possible solutions, and a clear recommendation.
• Help improve the systems and processes we use to deliver a consistently excellent client experience.

• Clients know what is happening and what comes next.
• Internal team members understand exactly what they own.
• Commitments have named owners and realistic due dates.
• Risks are surfaced early rather than discovered during a crisis.
• Client information is current, clear, and easy to find.
• Meetings end with decisions and action, not additional confusion.
• Leave and handovers do not disrupt the client experience.
• Leadership does not need to chase you for updates or remind you about follow-ups.
• Clients see you as a trusted partner rather than simply a point of contact.

• Are naturally warm, thoughtful, and confident with people.
• Communicate clearly without sounding robotic or overly corporate.
• Have excellent follow-through and notice when something is about to fall through a gap.
• Can bring structure to situations that are still slightly messy.
• Take ownership without waiting to be told about every next step.
• Are comfortable having honest conversations when expectations, scope, or timelines need to be addressed.
• Can distinguish between something urgent, something important, and something that can wait.
• Stay calm when a client is frustrated.
• Ask good questions and listen closely to the answers.
• Enjoy creating clarity, improving processes, and leaving things better documented than you found them.
• Can work independently while keeping the right people informed.

• You need detailed instructions before taking action.
• You avoid difficult client conversations.
• You regularly rely on memory instead of documenting information.
• You consider sending a message to be the same as completing the follow-through.
• You wait for a client to complain before addressing a concern.
• You enjoy talking to clients but dislike the operational work required behind the scenes.
• You need frequent chasing to close loops.

• We care more about judgment, ownership, and communication than a perfect CV
• Experience in client success, Word Press development, Google Analytics and good understanding of…