Client Success Director
Client Success Director
📍 Old Trafford, Manchester | 💰Starting from £35,000 base (£62,000+ OTE) | 🕛 North American Hours (4 or 4.5 days per week available - 1 day work from home)
About PHMG:
Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?
The Role:
An exciting opportunity has arisen to play a crucial role in continuing our company’s success. In this role, you’ll deliver a world-class sales service to our North American clients, identifying opportunities to retain and grow existing business. By combining sharp product knowledge with persuasive communication, you’ll drive client loyalty and directly impact retention targets. The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email – so excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self-motivated and a highly skilled problem solver. You’re also an exceptional listener, ever empathetic to our clients’ needs while respecting our needs, too.
Responsibilities:
Deliver a premium sales service to maximise retention and growth opportunities
Develop expert knowledge of PHMG products to strengthen sales conversations and offer the customer a solution that is tailored to their needs
Identify and resolve client concerns quickly and effectively through effective questioning
Implement retention strategies to achieve and exceed targets.
Orchestrating seamless coordination with internal departments, and accruing profound product expertise to elevate the retention strategy.
Managing a CRM database on a day-to-day basis
Skills, Knowledge and Experience Required:
Previous experience working in a B2B role
Excellent customer service skills
Ability to thrive in an environment targeted towards customer retention and satisfaction
Effective personal organisation; self-starter with drive, ambition and creativity
The ability to negotiate, coupled with excellent written and oral communication
Excellent attention to detail and problem-solving capabilities
Ability to work under pressure with a constant positive outlook when being faced with complex client issues
Benefits:
Free Pure-Gym membership after 3-months served
23 days annual leave plus bank holidays, increasing with length of service
Additional half day off for birthday
Enhanced maternity, paternity and adoption leave
Two volunteer days per year for a charity of your choice
Life insurance and critical illness cover
Free fruit & breakfast
On-site barber and beautician
Car valet service
Dedicated Employee Assistance Programme
Plus many more...
#LI-CL1