Role Overview

Job Type: Full-Time
Location: Middlesbrough
Salary: Competitive, experience-based with department performance bonus
Role: Customer Success Executive

As a Customer Success Executive, you will work closely with our marketing, SEO, account managers, development, sales team, and occasionally the client to build stronger collaboration between all key stakeholders. This role will involve all aspects of digital marketing, with the focus being on customer support and reporting on results.

Key Responsibilities:

Serve as the main point of contact for a portfolio of clients, ensuring their needs are met and their expectations are exceeded.
Build and maintain strong, long-term relationships with customers by understanding their goals, challenges, and industries.
Proactively monitor client accounts to identify opportunities for upselling or additional services that align with their objectives.
Collaborate with internal teams (SEO, content, design) to deliver results-driven campaigns tailored to customer requirements.
Conduct regular check-ins and performance reviews with clients, providing updates on results and recommendations for improvement.
Act as a trusted advisor, providing expert guidance on digital marketing strategies and trends that could benefit clients.
Resolve customer queries and issues promptly, escalating when necessary to ensure a positive outcome.
Track client success metrics and satisfaction levels, using data to inform strategies and improve service delivery.
Advocate for customers internally to ensure their needs and feedback shape our services and offerings.

A Bit About Us

We are one of the UK’s fastest-growing digital marketing agencies, with offices based in Middlesbrough, Edinburgh and London. Outrank has recently been awarded position 77 in the Great Place to work award for 2024. With a continually growing staff of over 30 dedicated Sales, SEO,PPC, Email and Social Media Specialists, we are the biggest little online marketing agency around.

We are looking for a Shopify Developer to join a small collaborative team who can help take the business to the next level. If you have a passion for creating both visually appealing and functional websites and are eager to develop your skills in a supportive environment, this could be the perfect role for you!

A Bit About You

Requirements:

Proven experience in customer success, account management, or client-facing roles.
Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels.
A proactive, problem-solving mindset with the ability to anticipate and address client needs.
Ability to manage multiple clients and priorities simultaneously without compromising on quality.
Familiarity with digital marketing concepts and services such as SEO, content marketing, and PPC (desirable but not essential).
Excellent organisational skills and attention to detail.
Proficiency in CRM tools (e.g., HubSpot, Salesforce) and collaboration platforms (e.g., Slack, Trello).
A results-driven attitude with a focus on delivering exceptional customer outcomes.

Nice-to-Haves:

Experience working within the digital marketing or SaaS industry.
Familiarity with tools like Google Analytics, SEMrush, or Ahrefs to provide data-driven insights to clients.
Ability to spot upselling and cross-selling opportunities to maximise client satisfaction and company growth.

Your Day To Day

Here’s a rewritten “Typical Day” section tailored for the Customer Success Executive role:

A Typical Day as a Customer Success Executive at Outrank:

Morning Check-In: Start your day with a team catch-up to align on client priorities, share updates on accounts, and discuss any key challenges or opportunities.
Client Engagement: Spend time connecting with your clients via calls or emails, discussing performance, providing updates, and ensuring their questions or concerns are addressed.
Strategy Sessions: Review client success metrics and identify opportunities to improve their results, such as introducing new services, refining strategies, or suggesting optimisations.
Collaboration: Work closely with the SEO, content, and design teams to ensure client campaigns are on track and aligned with their business goals. You’ll advocate for your clients internally to deliver the best results possible.
Problem Solving: Tackle any challenges that arise, from resolving a client query to troubleshooting service issues, ensuring every interaction strengthens the relationship.
Performance Reviews: Prepare and deliver performance reports for your clients, explaining results, offering actionable insights, and mapping out the next steps to achieve their goals.
Proactive Planning: Use your expertise to anticipate client needs and proactively recommend new solutions or services that add value and help them succeed.

In this role, no two days are the same. You’ll enjoy a dynamic environment where you can build meaningful relationships, solve problems creatively, and make a tangible impact on the success of your clients and our team.

Company Benefits

Apart from the standard things like a competitive salary and contribution-matched pension , we at Outrank are proud to offer a few other sweeteners to help convince you to join us. Things like:

Conference attendance
Mentorship and training from senior team members
Opportunity to work on diverse and exciting projects
Career growth within company
Increased annual leave based on service
Bike to work scheme
Referral bonus for sales and staff
EMI scheme
Not to mention the best company culture in Digital outside of London!

APPLY BELOW

Outrank is an equal opportunity employer and does not discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.

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