Customer Success

Customer Success & Delivery Manager

Location: Bradford, UK (Hybrid/Office-Based)

Salary: £30,000–£40,000 + Bonus

Hours: 9am–5pm, Monday–Friday

Reporting to: Operations / Leadership Team

About Us

Unbranded Digital is a people-first digital agency specialising in SEO, digital strategy, and PPC. We partner with ambitious businesses to help them grow online through intelligent strategy, innovation, and meaningful collaboration.

We believe great results come from great relationships built on trust, integrity, care, partnership, and sustainability. These values shape how we work, how we communicate, and how we make decisions.

As we continue to grow, we're looking for an organised, proactive and relationship-driven Customer Success & Delivery Manager to join our team and ensure our clients experience exceptional service and measurable success.

Role Overview 

As our Customer Success & Delivery Manager, you'll be the key bridge between clients and our delivery teams. You'll build strong, lasting relationships, manage the delivery of digital projects and retainers, and ensure every client feels supported, informed, and confident in the value we bring.

You'll translate client goals into actionable plans, coordinate SEO, PPC, development and creative workflows, and make sure projects are delivered on time, within scope, and to our quality standards. Above all, you'll champion care, trust, and clarity at every stage of the client journey.

Key Responsibilities

Client Relationship & Success

• Serve as the main point of contact for your clients, building trusted, long-term relationships.
• Hold regular success reviews and progress updates focused on measurable outcomes.
• Understand each client's goals and ensure our services align with delivering sustainable results.
• Identify opportunities to add value or expand service areas in line with client needs.

Project & Delivery Management

• Oversee and coordinate delivery of digital marketing retainers, website projects, and digital campaigns.
• Create clear project plans, task schedules, and delivery milestones.
• Prioritise workloads and resources across internal teams to ensure smooth, timely delivery.
• Anticipate risks or challenges early and work proactively to resolve them.

Internal Collaboration & Workflow Optimisation

• Collaborate closely with SEO, PPC, design and development teams to deliver cohesive work.
• Write clear, actionable briefs and ensure expectations are well understood.
• Help refine processes and systems that improve efficiency and wellbeing.
• Maintain visibility of project progress via our project management tool.

Skills & Experience

Essential:

• Proven experience in account management, client services, or project delivery, ideally within a digital agency.
• Excellent communicator with strong relationship-building and organisational skills.
• Understanding of SEO, PPC, website delivery, and ongoing digital retainers.
• Ability to manage multiple clients and projects simultaneously.
• Confident in leading calls, presenting updates and offering insight-led advice.
• Comfortable using project management and collaboration tools (e.g., Productive, ClickUp, Trello, , or similar).

Desirable:

• Familiarity with WordPress, Sanity, or Headless CMS solutions.
• Understanding of how creative, technical and marketing disciplines integrate.
• Experience reviewing or interpreting marketing performance data (e.g. Google Analytics).
• Experience identifying or supporting new business opportunities.

Personal Attributes

We're looking for someone who:

• Leads with empathy, curiosity, and accountability.
• Communicates with honesty and clarity especially when it's hard.
• Is calm under pressure, reliable, and organised.
• Is proactive, solution-focused, and committed to doing great work.
• Wants to be part of a supportive, people-first agency with long-term vision.

What We Offer

• Vitality Health Insurance from day 1 (including dental & optical cover with no excess)
• Flexible working - 2 days in the office, 3 days where you work best
• Annual bonus scheme based on profitability
• Extra annual leave at Christmas
• Annual team-building trip and quarterly get-togethers
• Personal development opportunities (e.g. BrightonSEO, BizX, training courses)
• A culture grounded in trust, wellbeing, and meaningful work