Customer Success & Account Manager

We're recruiting a Customer Success & Account Manager on behalf of a well-established, ambitious business specialising in large format graphics and branded environments across exhibitions, retail, live events and sport. This is a permanent, full-time position for someone who thrives on owning relationships properly and bringing structure and consistency to a busy, high-paced production environment.

This is not a passive account management role. You'll be the link between Sales, Client Services and Production — the person clients turn to when things get complex, time-sensitive or need resolving quickly. You'll manage a broad client base, handle escalations with authority, follow through on every enquiry and ensure nothing slips through the cracks. If you are commercially switched on, calm under pressure and genuinely invested in client relationships, this is a role worth looking at closely.

Main Responsibilities:

* Taking ownership of customer success, retention and account growth across a busy client base

* Acting as the central point of communication between Sales, Client Services and Production

* Managing inbound enquiries, qualifying opportunities and distributing leads where appropriate

* Ensuring every enquiry is followed through properly and nothing is left unresolved

* Handling urgent escalations and high-priority client situations with speed and professionalism

* Managing complaints through to resolution and overseeing credit note processes

* Supporting slow payer conversations and contributing to commercial accountability

* Using CRM systems to track opportunities, communications and account activity

* Improving visibility and consistency across the full customer journey

Skills/Experience:

* Experience in customer success, account management, client services or commercial operations — essential

* Background in large format print, branded environments, exhibitions or a related production environment — essential

* Commercially aware with a clear understanding of how account management drives retention, growth and profitability

* Confident managing inbound enquiries, complaints and escalations through to resolution

* Organised and proficient using CRM systems to manage account activity and pipelines

* Calm under pressure with the ability to prioritise effectively in a fast-moving environment

* Strong communicator — comfortable having difficult conversations when needed

* Process-driven with a proactive, follow-up focused approach to client service

Salary & Working Hours:

Salary is competitive and dependent on experience. Full-time, permanent position. Further details on working hours and location will be provided upon application.

Benefits:

* Competitive salary dependent on experience

* Join a business with a strong industry reputation and ambitious growth plans

* Work within an experienced, collaborative team

* A role with real ownership, variety and commercial impact

* Be part of a company that genuinely values people who take initiative and care about client relationships