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👉 Job description
In this Customer Success graduate job in London, your role sits at the intersection of client relationship management, customer success and commercial account growth. You will act as a key point of contact, ensuring customers receive an exceptional workplace experience while building strong, long-term relationships. The position involves proactively understanding client needs, coordinating with internal teams to resolve issues, identifying opportunities to enhance service delivery and supporting revenue growth through upselling and account expansion.
Key responsibilities - Client Relationship Manager
Company profile - Flexible Workspace Specialist
In this Customer Success job in London, you will be working for a disruptive startup in the flexible office world that offers a new model to the market set to take over the industry.
They're on a mission to transform properties into thriving workspaces optimised to help businesses grow. They partner with landlords to deliver premium managed office space across London, providing companies with fully serviced workplaces that combine office sourcing, design, fit-out, technology, facilities management and ongoing operational support under a single contract. Its model is designed to simplify the office experience for occupiers by offering bespoke, branded workspaces with flexible terms. They also utilise bespoke digital tools to remove the administrative burden typically associated with traditional leases.
Founded in 2018, they now manage more than 180 workspaces for over 240 companies, and recent growth and success means they are growing their Client Services team!
Key responsibilities - Client Relationship Manager
- Manage a portfolio of client accounts
- Build strong, long-term relationships with both office managers, lead tenants and influencers
- Stay on top of the detail of a client's experience and service from Kitt, paying proactive attention to matters such as service requests, chat messages, health and safety procedures
- Escalate proactively and effectively when clients encounter issues, bringing in Senior Operations Managers and Senior Account Managers
- Hit or exceed KPIs in terms of sending proactive updates to clients
- Drive client retention, satisfaction, and revenue growth through proactive engagement and updates
- Identify opportunities for upselling and cross-selling services
- Create a funnel of commercial and expansion opportunities from their portfolio, that can be converted into deals by the Senior Account Managers
- A bright and driven graduate from a top university
- Prior experience in an office-based, client-facing role is highly beneficial
- A natural people-person with a passion for delivering great service and building lasting relationships
- Incredibly organised and able to juggle multiple priorities simultaneously
- A strategic problem solver who faces every obstacle with positivity
- Someone excited by the opportunity to learn and grow, who brings a positive attitude to every challenge
- An individual who is passionate about helping business clients succeed, and someone committed to being a trusted partner.
- Competitive base of £36,000 - £42,000 depending on prior experience.
- Additional commission available for upselling. (expected OTE £7-10K)
- 28 days holiday plus bank holidays.
- Generous stock options scheme.
- Enhanced parental leave.
- Regular team socials.
- Cycle to work scheme.
- Season ticket loans.
💰 Job Benefits
- Bonus opportunities
- Clear progression plan
- Cycle to work scheme
- Paid time off (holiday / sick pay)
- Profit sharing / stock options
- Socials / team bonding days
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