Job Description
Kitt designs and operates workspace for the world's most vibrant brands. From managing the design and build, to creating an elevated ongoing experience, we create spaces that are worth leaving home for.
The Role:
We are seeking an experienced and proactive Senior Customer Success Manager to lead the delivery of exceptional client experiences across a portfolio of key accounts. This role combines operational account management with team leadership, ensuring both client satisfaction and the development of a high-performing Customer Success team.
Client Management & Growth
- Own and manage a portfolio of high-value, strategic client accounts
- Build strong, long-term relationships with senior client stakeholders
- Drive client retention, satisfaction, and revenue growth through proactive engagement
- Identify opportunities for upselling and cross-selling services
- Lead regular business reviews and ensure clients achieve their desired outcomes
- Work directly with the Senior AM team on decision maker access and delivering the commercial account strategy.
Team Leadership & Development
- Provide day-to-day management, coaching, and support for a team of 3–4 Account Managers.
- Set clear objectives, monitor performance, and support professional development
- Foster a collaborative, accountable, and client-focused team culture
- Act as a mentor and escalation support for team members handling complex client situations.
- Manage the Internal Support team in monitoring Live Chat and Clarity updates, ensuring inbox zero is met across updates, shared inbox, workflows, Drafts and Pending Close.
- Managing the day-to-day operations of the Front of House team in Kitt Buildings - this is largest growth potential for our business.
- Working with the DoCX on Building Experience strategy and delivery.
Escalation & Issue Resolution
- Serve as the primary internal escalation point for operational issues; escalating to DoCX as a next phase.
- Coordinate cross-functional teams to resolve challenges quickly and effectively, mainly operations.
- Communicate clearly with stakeholders during critical situations, ensuring transparency and trust
- Implement processes to prevent recurring issues and improve service delivery
Cross-functional Collaboration
- Work closely with Operations teams to align on client needs and business goals
- Advocate for client feedback internally to influence product and service improvements
- Ensure smooth onboarding and ongoing service delivery across all client touchpoints
Reporting & Strategy
- Track and report on key client success metrics (retention, churn, NPS, revenue growth, touchpoint cadence, operational performance)
- Use data insights to inform strategy and improve team performance
- Contribute to the development and scaling of client success processes and best practices
Requirements:
- Proven experience in Customer Success, Account Management, or similar client-facing roles
- Demonstrated experience managing large, strategic accounts
- Prior experience leading or mentoring a small team
- Strong problem-solving skills and ability to manage escalations effectively
- Excellent communication and stakeholder management skills
- Commercially minded with a focus on client growth and retention
Interview Process
- Video screening
- 1st round interview led by a member of the Account Management team
- Final interview with Account Director and COO
We’ll Kitt you out
- 🤝Generous stock option scheme (ask us what this means if you’re not sure)
- 🤑Starting salary of £54,500 - £70,000
- 🏖 28 days holidays a year plus Bank Holidays
- 🍼 Parental leave: up to 12 weeks paid parental leave for the primary caregiver
- 💔 Pregnancy loss support leave
- 🕺 Regular socials. We love a good party.
- 🤑Octopus MoneyCoach
- 👶Workplace Nursery Benefit
- 🚲Cycle to Work scheme
- 🚉Season Ticket Loans
- 🧠WellHub and Dr Care Anywhere to support your mental and physical health and wellbeing
We believe the world is transformed when people come together to do extraordinary things. We harness the power of diverse perspectives and experiences, fostering collaboration and innovation to achieve extraordinary results that make a positive impact. With the same set of equitable interview questions for all candidates and hiring teams which encompass diversity, we prioritise creating an inclusive environment where individuals' backgrounds or origins are irrelevant. For more information, please contact people@kittoffices.com
We believe in the transformative power of collaboration and diverse perspectives, driving extraordinary results with a positive impact. Our equitable interview process and diverse hiring teams create an inclusive environment where individuals' backgrounds are irrelevant. For more information, please contact people@kittoffices.com
