Client Services Specialist

We’re looking for a Client Services Specialist who can take genuine ownership of our client relationships.

Your job is to make sure clients feel supported, informed, and confident in the work we’re doing together. You’ll keep commitments moving, spot risks before they become problems, and ensure that important details don’t disappear into an inbox, meeting, or Slack thread.

This is not a reactive customer-support role. It’s also not a role where “following up” simply means asking everybody else for an update.

We need someone who can understand what a client is trying to achieve, coordinate the work required to get them there, and confidently own the communication along the way.

What You’ll Be Responsible For

• Build strong, trusted relationships with our clients
• Understand each client’s goals, priorities, expectations, and current sentiment
• Serve as the bridge between clients and the internal team
• Lead client meetings and turn conversations into clear decisions, owners, and deadlines
• Make sure every commitment is properly recorded and followed through
• Keep ClickUp and client records accurate enough that another team member can confidently step in when needed
• Proactively communicate progress, delays, risks, and changes—before clients need to ask
• Identify unhappy, disengaged, or at-risk clients early and coordinate an appropriate response
• Manage onboarding, ongoing client rhythms, milestones, renewals, and cancellations with care
• Coordinate smooth handovers and coverage when somebody is out of office
• Escalate issues with context, possible solutions, and a clear recommendation
• Help improve the systems and processes we use to deliver a consistently excellent client experience

What success looks like:

• Clients know what is happening and what comes next
• Internal team members understand exactly what they own
• Commitments have named owners and realistic due dates
• Risks are surfaced early rather than discovered during a crisis
• Client information is current, clear, and easy to find
• Meetings end with decisions and action, not additional confusion
• Leave and handovers do not disrupt the client experience
• Leadership does not need to chase you for updates or remind you about follow-ups
• Clients see you as a trusted partner rather than simply a point of contact

You’ll probably be great at this if you:

• Are naturally warm, thoughtful, and confident with people
• Communicate clearly without sounding robotic or overly corporate
• Have excellent follow-through and notice when something is about to fall through a gap
• Can bring structure to situations that are still slightly messy
• Take ownership without waiting to be told about every next step
• Are comfortable having honest conversations when expectations, scope, or timelines need to be addressed
• Can distinguish between something urgent, something important, and something that can wait
• Stay calm when a client is frustrated
• Ask good questions and listen closely to the answers
• Enjoy creating clarity, improving processes, and leaving things better documented than you found them
• Can work independently while keeping the right people informed

This role may not suit you if

• You need detailed instructions before taking action
• You avoid difficult client conversations
• You regularly rely on memory instead of documenting information
• You consider sending a message to be the same as completing the follow-through
• You wait for a client to complain before addressing a concern
• You enjoy talking to clients but dislike the operational work required behind the scenes
• You need frequent chasing to close loops

Experience

• We care more about judgment, ownership, and communication than a perfect CV
• Experience in client success, WordPress development, Google Analytics and good understanding of technical SEO, account management, project coordination, or a service-based business would be helpful. Familiarity with ClickUp, Zedesk or similar work-management platforms is a bonus
• You should be comfortable learning our clients, services, systems, and ways of working quickly

Your first 90 days During your first three months, you’ll be expected to:

• Learn our services, clients, tools, and internal workflows
• Shadow existing client relationships and understand their history and goals
• Take ownership of routine client communication and follow-through
• Maintain reliable client records and task ownership in ClickUp
• Begin leading client meetings and managing agreed next steps
• Identify gaps or risks in your assigned accounts
• Recommend at least one practical improvement to the client experience or our internal process

By the end of this period, we should trust you to manage your client relationships confidently, with support available, but without constant supervision.

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