Customer Success Assistant Manager

Customer Success Assistant Manager

£24K + Performance Related Bonus

Start date: May/June 2024

Working Hours: Full Time

Location: Otley, LS21

Professional Leads, the UK’s leading digital marketeer in financial services and bookkeeping sectors is looking for a customer success assistant manager to join their team. For this role, we are looking for someone with excellent communication skills.  The successful candidate needs to be comfortable interacting with clients conducting regular onboarding and review meetings.  The role is highly analytical and good grasp of mathematics is essential in order to review ongoing campaigns and calculate KPI metrics.  The successful candidate will work within a small team and needs to have a keen eye for detail as monitoring and management key accounts will be a big part of the job.

Our role

As a customer success assistant manager, you will be responsible for delivering exceptional levels of customer service.  This is a position that will see you responsible for all customer service-related aspects of the company.  You will ensure a customer service culture is adopted by everyone, throughout all back office and operational roles.  You will own and actively manage the customer contract KPIs.

Key Responsibilities

You will be accountable for delivering an exceptional service performance for a variety of clients across the company.

  • General liaising with clients via email & outbound calls, answering any queries they may have regarding their accounts.

  • Onboarding meetings for new clients

  • Review video meetings at regular intervals as standard

  • Handling complaints & queries

  • Working with accounts & other internal stakeholders to answer any client queries/complaints.

  • Management of one major key account as well as several other mid level accounts

  • Maintaining key internal shared documentation

  • Keeping client notes within online communication folders
  • Maintaining and updating all operation trackers
  • Attending weekly qualification calling team meetings with updates on client onboards.
  • Working with the sales team to understand customer needs
  • Working with internal team to identify existing cross/up selling opportunities
  • There will be an element of support to the existing qualification team from time to time

Experience and Qualifications

  • A passion for customer service

  • Previous experience in a customer success role desirable

  • Good mathematic understanding & analytical skills

  • Comfortable leading high level meetings with clients

  • Experience in financial services and in particular pensions/retirement products would be highly beneficial

  • Superb communications skills across varying platforms

  • High attention to detail required as reporting element of the role is paramount

  • Incredibly organised and be able to multitask

  • Numerate and comfortable using google sheets/docs

  • Proven self-organisation and prioritisation skills – Ability to multi-task with effective resolution management in a fast-paced, growing environment

  • Clear communicator who is able to translate strategy into action

Do You Want…

  • Competitive Salary

  • Great Holiday Entitlements

  • Lots of scope for promotion and career progression

  • Brilliant social events scheduled regularly

  • Excellent training and development opportunities

  • 3 Months gym membership paid for

  • Holiday buy & sell schemes

  • Duvet Day Scheme

  • Company Pension Scheme

Send us your CV

We are always on the lookout for brilliant new team players. If you believe you are brilliant, send your cv to

Drop us a line

We would love to hear from you. Use the form below or send us an email to and we’ll give you a call back.