Client Success Manager

Who We Are

beHuman is a performance creative agency that produces psychology-first ad creative for DTC and ecommerce brands scaling on Meta. We work with brands spending £100k–£500k+ per month on paid social — names like Wild, Oh Polly, Dr. Squatch, Blacklane, and Magic AI.

Our creative is not decorative. Every ad we produce is built on deep customer research, tested against real performance data, and iterated at speed. Our proprietary methodology — the Infinity Model — is what separates us from every other agency in the space.

The Opportunity

This is a chance to build and own relationships with some of the fastest-growing consumer brands in the world.

You will be the primary point of contact for brands spending hundreds of thousands of pounds per month on Meta — brands in the middle of significant growth moments. You will work directly with founders, CMOs, and heads of growth. You will be in the room when strategic decisions are being made about creative direction, spend allocation, and scaling plans.

Your core outcome is client retention. This role exists to give every client an exceptional experience — so good that staying with beHuman is never a question. You retain clients through the strength of the relationship you build, the clarity of your communication, and the confidence you create that their growth is in the right hands.

This is a remote-first role, but you will have access to our 7,000 sq ft studio. Some clients will want to visit for shoots, creative reviews, or strategy sessions — and those are days where you should be there. Hosting clients in-studio is a powerful part of the relationship, and it gives you first-hand visibility of the production process that strengthens your credibility on every call.

If you want a role where you are genuinely embedded in the growth trajectory of ambitious brands — not just sending status updates — this is it.

Who You Are

• A relationship builder — You don't just manage accounts — you build partnerships. Clients trust you, confide in you, and genuinely enjoy working with you. You make people feel looked after without ever being passive.
• Emotionally intelligent — You read people well. You know when a client is frustrated before they say it. You know when to push back and when to listen. You can mediate tension, de-escalate conflict, and navigate difficult conversations with composure and empathy — without caving on standards.
• A problem solver — When something goes wrong — a delivery is late, a campaign underperforms, a client is unhappy — you don't freeze or deflect. You assess the situation, identify the right course of action, and move. You bring solutions, not just problems.
• Commercially sharp — You understand retainer value, churn risk, and expansion signals. You proactively identify upsell and renewal opportunities to drive business growth. You don't make commercial commitments without direction, but you always see the opportunity.
• A clear communicator — Every message you send is structured, specific, and confident. No vague check-ins, no walls of text, no ambiguity about what happens next.
• Calm under pressure — Clients will push back. Campaigns will underperform. Deadlines will get tight. You stay composed and respond with clarity rather than panicking or over-promising.
• Obsessively organised — You manage multiple clients across overlapping sprint cycles. Nothing gets missed. Reports go out on time. Calls are scheduled in advance. You run a tight operation.
• Excited by growth — You want to work with brands that are doing big things. You find energy in being close to scaling decisions and creative strategy at the highest level. This is not a maintenance role — and you do not want one.

What You'll Own

• The full client relationship — you are the primary point of contact for every client in your portfolio across Slack, email, and calls.
• Client retention — your primary KPI. You retain clients by delivering an exceptional experience, not by discounting or over-promising.
• The communication cadence across beHuman's 28-day sprint cycle — onboarding, strategy review, production updates, asset delivery, reporting.
• Weekly and end-of-sprint reporting — delivered on time, every time.
• Client feedback management — coordinating revisions between the client and the production team.
• Hosting clients at the beHuman studio for shoots, creative reviews, and strategy sessions.
• Internal liaison — bridging the gap between clients and our creative strategists, editors, and designers. Translating client needs into clear internal direction and vice versa.
• Spotting and flagging upsell, renewal, and expansion opportunities to the founder.
• Proactive communication — clients should never have to chase you for an update.

What You Bring

These are essentials, not nice-to-haves.

• Agency experience in a performance marketing environment. You understand how agencies operate, how client relationships work at pace, and how creative and media teams interact.
• A solid understanding of performance marketing strategy. You can communicate credibly with clients about creative strategy, testing methodologies, and performance metrics (CPA, ROAS, CPM, creative fatigue). You are not relaying messages — you understand what is being discussed and hold your own in the conversation.
• Strong written and verbal communication skills. You can write clear, structured, professional client messages without needing them rewritten, and you can lead a client call with confidence.
• Experience managing multiple accounts simultaneously with overlapping timelines.
• The ability to liaise effectively across internal teams — you are the bridge between the client and production, and you need to work both sides fluently.
• High emotional intelligence — you can navigate difficult conversations, manage conflict, and read the room.
• Sharp attention to detail — you catch what others miss, and to prove it, please include the word "Celery" in your application.

Nice to Have

• Experience in a creative agency producing paid social content for DTC/ecommerce brands.
• Hands-on familiarity with Meta Ads Manager and creative performance analysis.
• Experience with client-facing data presentation and reporting.
• Understanding of creative produksi workflows — how ads go from brief to finished asset.

Compensation & Benefits

• £40,000 – £45,000 base salary.
• Performance-based bonus structure tied to client retention and growth outcomes.
• 25 days holiday per year + bank holidays + your birthday off.
• Remote-first working with flexible hours, plus access to our 7,000 sq ft studio.
• Professional development and growth opportunities — we invest in our people.
• Team building and travel opportunities.

What Makes This Role Different

• Client Portfolio: You will work directly with some of the fastest-growing DTC and ecommerce brands in the world — brands spending at serious scale on paid social.
• Proximity to Growth: You are not a back-office function. You are embedded in scaling projects where creative strategy directly drives revenue.
• Exceptional Team: You will collaborate with a world-class creative strategy and production team.
• Career Growth: beHuman is scaling. The right person in this role will grow with the business.
• Autonomy: You own your client relationships. You have the support structure behind you, but the relationships are yours to build.

Pay: £35,000.00-£45,000.00 per year

Benefits:

• Sick pay
• Unlimited paid holidays
• Work from home

Work Location: Hybrid remote in Hull