Client Success Partner

Who are we looking for?

We're on the lookout for a proactive, people-focused Customer Success Rep who's passionate about delivering exceptional service and building lasting client relationships. If you love solving client challenges, and driving both retention and growth, this is the role for you. You'll have a unique opportunity to balance proactive account management with customer success initiatives, identifying opportunities to upsell, cross-sell, and provide strategic guidance. If you bring energy, empathy, and a can-do attitude - we want to hear from you.

What does the role involve?

This is a high-impact role focusing on managing corporate client accounts from onboarding to long-term retention. You'll act as the go-to for your portfolio, ensuring customers are onboarded successfully, engaged continuously, and receiving the value they expect from our products. Additionally, you'll build trusted relationships, resolve queries efficiently, identify opportunities for account growth, manage renewals, and collaborate with internal teams to deliver a seamless customer experience. At its core, this role is about driving retention, nurturing growth opportunities, and ensuring every client feels valued and supported.

What are the key role responsibilities?

• Serve as the primary point of contact for an assigned portfolio of clients

• Oversee onboarding and account setup, ensuring a seamless transition from the Sales Development team

• Foster and maintain strong, long-term client relationships, positioning yourself as a trusted advisor

• Ensure CRM (HubSpot) and sales tools (Sage 200) are kept accurate and up to date

• Proactively monitor account health, addressing issues to maintain high levels of client satisfaction

• Identify and pursue upsell and cross-sell opportunities to support business growth

• Deliver product demonstrations to existing clients as needed

• Respond to client queries with a proactive, solution-oriented approach

• Collaborate with Sales Support, Finance, and Operations to ensure a cohesive client experience

• Capture and communicate client feedback to inform service enhancements

• Manage contract renewals and maintain client engagement ahead of renewal/repeat trade periods

• Support the preparation and delivery of quarterly business reviews

• Maintain comprehensive knowledge of the company's full product suite and service offerings

• Maintain deep knowledge of the product suite and industry landscape. Use this insight to guide high-value clients and collaborate with sales leadership on internal strategy

• Independently manage a portfolio of clients, including strategic accounts across all regions (UK, ROI & BV) with full product portfolio - serve as the main point of contact, ensuring satisfaction, retention, and growth

• Lead strategic planning for each account, delivering tailored success plans, driving renewals, and identifying expansion opportunities. Actively manage risk and customer health, including managing end-to-end formal tender processes when required (securing internal sign off)

• Proactively contribute to the evolution of Customer Success workflows, tools and processes. Identify pain points, suggest optimisations, and participate in initiatives that improve efficiency and client experience

• Represent the Customer Success function in cross-departmental projects and strategic initiatives. Ensure client priorities are considered in product development, operations, and commercial planning

What skills do you need?

• Strong communicator with influencing skills

• Skilled in building and managing relationships

• Customer-focused with commercial awareness

• Proactive problem-solver

• Highly organised with strong attention to detail

• Tech-savvy and adaptable

• Collaborative and cross-functional team player

• Positive, can-do attitude

What are the benefits?

• 23 days annual leave (increases with length of service) plus 8 bank holidays

• Pension scheme

• Healthcare cashback plan

• Free onsite parking with EV charging available

• Cycle to work scheme

• Tech scheme

• Bespoke training & development

• Free fresh fruit delivered weekly

• Retail discounts

• Weekly exercise classes

• On site gym access

A bit about us

As a specialist in eCommerce, sales, warehousing and distribution, we work with some of the biggest UK and international brands. Our mission is simple: to connect people with the brands they love

Voucher Express, is all about making gifting and rewarding easy. We specialise in pre-paid digital and physical gift cards, offering smart, hassle-free solutions for retailers, corporate clients and consumers. We also manage , bringing chocolate lovers the perfect treats for any occasion. With a service-first approach, we make sure every experience is smooth, simple, and exactly what our customers need.