About the role
Job Summary:
We're happy to be taking on a Customer/Client Success Manager to become the main point of contact for our existing client base. You'll form strong ongoing relationships with our clients, make sure they're getting full value from the services and products they use with us, and find openings where further solutions we offer could help them. The role also covers our daily bookkeeping and invoicing in Xero, so accuracy with numbers counts as much as a warm, professional manner with people.
Key Responsibilities:
- Serve as the primary point of contact for existing clients, checking in regularly on active services and projects
- Form and nurture long-term client relationships so clients feel supported and stay engaged with us
- Learn our full range of products and services in depth so you can spot where a client would benefit from solutions they aren't yet using
- Field incoming client inquiries about our digital products in a friendly, helpful way
- Log and pass technical support questions to our technical team with clear, complete details
- Follow up with the technical team when a client is waiting on a response, and keep the client posted on progress until the issue is cleared up
- Go through and tidy up existing invoicing records, finding services that were under-billed or not billed at all
- Set up and run recurring and repeating invoices in Xero
- Keep accurate bookkeeping records on an ongoing monthly basis
- Track client interactions, follow-ups, and outstanding items so nothing falls through the cracks
Mandatory Skills:
- Proven experience in a client-facing role such as customer success, account management, client services, or customer support
- Excellent written and spoken English with a warm, professional, customer-friendly communication style
- Hands-on experience with Xero, creating invoices and setting up recurring billing included
- Solid bookkeeping fundamentals — invoicing, reconciliation, and accurate record keeping
- Strong follow-through: the ability to chase items to completion without being reminded
- Comfortable acting as the bridge between clients and a technical team, carrying requests clearly in both directions
- Highly organized with strong attention to detail
- Dependable, precise, and able to work under little supervision
Preferred Skills:
- Experience with account growth, upselling, or cross-selling further services to existing clients
- Grounding in a services, agency, or digital products business
- Familiarity with CRM or client tracking tools
- Experience building simple SOPs or documentation for recurring processes
- Comfort picking up new digital products quickly at a functional (non-technical) level
- Ability to juggle several client relationships at once
Why Join Us:
This is a genuinely varied role where you'll get to know our clients personally and see your work land directly on their experience with us. You'll hold real ownership of the client relationship rather than sitting behind a queue, and room to grow the role as you take on more. We value people who take initiative, communicate openly, and care about doing things properly.
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