Customer Success Manager

Read This First
Most agencies hire a Client Success Manager and then wonder why clients keep leaving.
The reason is simple — they hired an account manager. Someone who sends weekly reports, answers emails, and ticks boxes. That is not what we are looking for.
We are looking for someone who owns the relationship. Someone who genuinely gives a damn whether a client stays or goes. Someone who can get on a call with a frustrated clinic owner, tell them the honest truth about their campaign, and still have them feeling confident and looked after by the end of it.
If that sounds like you, keep reading.
About Sargent Connects
We are a fast-growing UK lead generation agency working exclusively with aesthetics clinics — skin clinics, laser hair removal centres, and medical spas. We run paid ad campaigns, build out full CRM systems, and manage the entire client journey from lead to booked appointment.
Our clients trust us with their growth. That trust is everything. And protecting it is your job.
What You Will Be Doing
• Own the client relationship from onboarding through to long-term retention — you are their main point of contact
• Run weekly or biweekly check-in calls with clients, keeping them informed, engaged, and confident in what we are doing
• Translate campaign performance into plain English — no jargon, no hiding behind numbers, just honest and clear communication
• Spot at-risk clients early and intervene before they even think about leaving
• Coordinate with the media buying team to make sure results are on track and clients are getting what they were promised
• Identify genuine upsell and cross-sell opportunities — not to hit a target, but because it actually benefits the client
• Keep CRM records clean and up to date — if it is not logged, it did not happen
• Be the internal voice of the client — feeding back what is working, what is not, and what clients are actually saying
Who We Are Looking For
Must-Haves — Non-Negotiable:
• Based in the UK — this role requires cultural relatability with UK business owners. Offshore applications will not be considered.
• Minimum 1 year in account management, client success, or a client-facing role — you have done this before
• Fluent, confident English communication — written and verbal. You will be on calls with business owners every single day.
• A people person with a sales mindset — you build real relationships, not just "manage accounts." You understand that retention is a sales skill.
• Comfortable with difficult conversations — when a campaign is not performing, you do not hide from it. You pick up the phone.
Strong Preferences — Green Flags:
• Previous experience at a digital marketing agency — this is a huge plus
• Understanding of paid ads, lead generation, and funnels — you do not need to be a media buyer, but you need to understand what we do
• Experience with GoHighLevel, HubSpot, or similar CRM tools
• You have managed 15+ client relationships simultaneously and kept them all happy
• You can point to retention metrics or churn reduction in a previous role
• You have upsold or cross-sold additional services to existing clients
• You ask smart questions — in interviews, in client calls, everywhere
What Working at Sargent Connects Looks Like
We are a small, ambitious team. We move fast, we communicate directly, and we do not do politics. If something is not working, we say so. If someone is doing great work, we say that too.
There is no micromanagement here. You will be trusted to own your client portfolio and manage it the way you see fit — as long as clients are happy and results are being delivered.
This is also a role with real growth potential. As the agency grows, so does this role. We are not looking for someone to fill a seat — we are looking for someone who wants to grow with us.
How to Apply (takes 7 minutes)
If you send a generic cover letter, your application will be ignored. We mean that.
Here is what we need from you:
Record a Loom video (2–3 minutes max):
• Introduce yourself and your background
• Tell us about a time you saved a client relationship that was at risk — what happened, what you did, and what the outcome was
• Tell us why you would be great at this specific role at Sargent Connects

Work arrangement
No