• Lead a virtual service delivery team and develop a strong partnership with assigned clients as the main point of contact. • Execute strong communication skills and client service skills to effectively lead client status meetings, presentations and address any escalations or challenges. • Ability to multi-task across clients, services, internal teams, build productive partnerships and lead troubleshooting sessions across technical resources and drive innovative solutions. • Continually work to drive account improvements, and have a positive, customer-centric attitude. • Lead proactive strategy with key stakeholders to improve service and client and internal team partnerships. • Work with customers to ensure they are leveraging services and products effectively and finding value in our services. • Become an expert in Slipstream offerings and educate customers on the use and benefits of our products - especially with IT support across the service desk, depot, and managed infrastructure services. • Work closely with sales, support, billing, and technical teams to ensure an exceptional customer experience and take care of any customer issues. • Be a customer advocate while capturing customer feedback and reporting requests to product management and development. • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Maintain a revenue base by managing account retention and renewal. • Drive upgrade revenue through increased product adoption and increased usage. • Ability to manage, develop and mentor other customer success managers on the team.

• Support in the delivery of digital ‘best-in-class’ insights & actionable learnings regarding advertisers’ media investment • Help in the development of digital investment best practices within Client Success • Work with other Client Success specialists as part of a team managing a defined set of global clients • Grow & develop existing relationships as well as acquiring new ones • Assume leadership of an agreed cohort of clients • Deliver high-quality insights and advice across the digital portfolio of solutions • Project manage client deliverables to time and budget

• Develop and execute a strategic account plan for each assigned client, focusing on business outcomes and measurable results • Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance • Collaborate closely with product support, operations, and implementation teams to resolve issues • Set and manage clear, measurable expectations for both clients and internal teams • Deliver daily/weekly/monthly required reports to the clients as outlined in their contractual statements of work • Support the client in managing their sku/product catalog, as well as inbound and outbound deliveries • Proactively monitor contract adherence to maintain compliance and client satisfaction • Manage the implementation of new programs and services in a timely and cost-effective manner

Role Description Are you passionate about customer journeys, marketing automation, and turning data into measurable revenue? We are seeking an exceptional CRM & Lifecycle Marketing Manager to join a fast-growing UK business and take ownership of one of its most valuable commercial assets—its customer database. Over the past decade, the business has built a substantial database of business owners through live events, webinars, digital marketing campaigns, content marketing, and lead generation activities. This database represents a significant untapped growth opportunity, and we are looking for someone who can unlock its full potential. This is not simply an email marketing role. We are looking for a commercially minded CRM specialist who understands customer behaviour, lead management, lifecycle marketing, and marketing automation. You will be responsible for building intelligent customer journeys that increase engagement, drive event attendance, generate sales opportunities, and maximise customer lifetime value. Working closely with the Head of Marketing and wider marketing team, you will help transform the CRM function into one of the company’s highest-performing revenue channels. Key Responsibilities - CRM Ownership - Take full ownership of the CRM ecosystem and customer database. - Improve database quality, structure, and integrity. - Develop scalable CRM processes and systems. - Ensure accurate tagging, segmentation, and customer categorisation. - Maintain database hygiene and data accuracy across all systems. - Database Strategy - Conduct a comprehensive audit of existing CRM systems and customer databases. - Develop and implement a long-term CRM and lifecycle marketing strategy. - Create a structured framework that aligns customer data, marketing activities, and commercial objectives. - Identify opportunities to improve customer engagement and revenue generation. - Customer Segmentation - Build and manage intelligent customer segments based on: - Business size - Customer value - Purchase history - Event attendance - Lead source - Engagement levels - Buying behaviour - Customer lifecycle stage - Recent activity - Lifetime value - Lead Scoring - Design and manage lead scoring models to identify high-intent prospects. - Use behavioural, engagement, and demographic data to prioritise opportunities. - Work closely with marketing and sales teams to improve lead quality and conversion rates. - Lifecycle Marketing - Develop and optimise automated customer journeys covering: - New enquiries - Lead nurturing - Webinar registrations - Event registrations - Event reminder sequences - Non-attendee follow-up campaigns - Customer onboarding - Repeat customer engagement - High-ticket prospect nurturing - Upsell and cross-sell campaigns - Renewals - Reactivation campaigns - Ensure prospects receive the right message at the right time throughout their journey. - Campaign Management - Plan, coordinate, and launch campaigns across: - Email marketing - SMS marketing - Marketing automation workflows - Behaviour-triggered sequences - Collaborate with copywriters, designers, and the wider marketing team to maximise engagement and conversion performance. - Reporting & Optimisation - Monitor, analyse, and improve key performance indicators, including: - Open rates - Click-through rates - Conversion rates - Presentation bookings - Webinar registrations - Event attendance - Revenue generated - Customer engagement metrics - Provide data-driven recommendations and continuously optimise campaign performance. Qualifications - Minimum of 4 years' experience in CRM, lifecycle marketing, marketing automation, or customer journey management. - Proven experience developing and managing CRM strategies that drive measurable business outcomes. - Strong understanding of: - CRM strategy - Customer lifecycle marketing - Lead nurturing - Lead scoring - Customer segmentation - Marketing automation - Email marketing - Data management - Campaign optimisation - Reporting and analytics - Experience building automated customer journeys and conversion-focused campaigns. - Strong analytical and problem-solving skills. - Ability to work independently and take ownership of projects. - Reliable laptop or desktop computer. - Stable, high-speed internet connection. Requirements - Experience using one or more of the following platforms: - Keap - GoHighLevel - HubSpot - Salesforce - ActiveCampaign - Odoo - Similar CRM and marketing automation systems - Experience within coaching, education, events, SaaS, digital marketing, or entrepreneurial growth businesses will be highly beneficial. What We're Looking For - Be commercially minded and results-driven. - Have a genuine passion for customer journeys and lifecycle marketing. - Enjoy organising data and building scalable systems. - Think strategically while maintaining strong execution skills. - Identify opportunities others may overlook. - Be proactive and self-motivated. - Take ownership without requiring constant supervision. - Combine analytical thinking with creativity. - Be excited about building a world-class CRM function. Success in This Role - Within your first 90 days, you will: - Complete a comprehensive CRM and database audit. - Develop and present a structured CRM strategy. - Improve customer segmentation and database organisation. - Implement effective lead scoring systems. - Launch automated lifecycle marketing journeys. - Establish regular CRM campaigns and reporting processes. - Deliver measurable improvements in presentation bookings, event attendance, and customer engagement. Working Pattern - Approximately 15 hours per week. - Around 3 working days per week. - Flexible working hours. - Fully remote position. - Long-term opportunity with significant growth potential.