Client Success & Operations Manager – Literal Humans

Job Title: Client Success & Operations Manager - Literal Humans
Company: Literal Humans
Location: London, UK
Salary: £37,000 - £47,000 per year (open to negotiation)

Founded in 2020, we’re a creative growth agency full of diverse professionals spread across the globe driving resilient growth for mission-driven brands.

Our clients are B2B SaaS startups, tech-for-good companies, and nonprofits/charities. We have a strong presence in both the US and UK/EU markets that is growing steadily.

We built a new agency on a simple premise: When brands live their purpose and develop emotional, human connections with customers—they win. Our rainbow coalition of a team beautifully represents the audiences our clients strive to reach. We’re all creative professionals with years of experience (in life and work).

We’re fully distributed and remote—with a solid home base in London.

Values-driven. Results-focused. Always learning. We’re Literal Humans.

About the role

You’ll focus on delivering best-in-class client services & nurturing internal operations to maximum efficiency. You’ll report to the Chief Strategy Officer and work closely w/our CEO & Content Strategists who project manage all client engagements.

You will be responsible for streamlining & managing internal (client-focused) agency operations, while also being client-facing & ensuring successful client engagements. This role requires a blend of operational expertise, PM skills & strong client relationship management abilities.

This is our first “Chief of Staff” role—sit alongside our agency leadership to ensure all clients are happy & well-served while internal operations are streamlined & effective.

  • Oversee & optimise internal agency operations, including process improvement, resource allocation & project management to enhance efficiency & productivity
  • Manage & mentor a small team of creatives & operational staff, providing guidance & support to ensure smooth day-to-day operations
  • Collaborate w/cross-functional teams, including marketing, creative & technical teams, to ensure seamless execution of client projects & campaigns
  • Build & maintain strong client relationships, serving as the primary point of contact for clients & ensuring their needs are met
  • Proactively identify & address client challenges, providing strategic recommendations & solutions to achieve client success
  • Conduct regular client reviews & prepare performance reports to measure & communicate the effectiveness of campaigns & initiatives
  • Develop & implement client success strategies to maximise client retention, satisfaction & upsell opportunities
  • Stay up-to-date w/industry trends & best practices in digital & content marketing, providing insights & recommendations to clients & internal teams
  • Collaborate w/senior management to drive business growth, including identifying new business opportunities, participating in sales presentations & contributing to business development efforts

Client Management (50%):

  • Collaborate with various teams (Content Ops/Strategy, Design, Writing, Development, Social Media, and PR) to ensure client deliverables are met.
  • Organize and facilitate regular client check-ins based on data-driven insights to drive strategy forward.
  • Develop plans to upsell existing clients and gradually increase prices to support agency growth.
  • Serve as the primary point of contact with clients, while knowing when to involve key team members.
  • Implement gratitude and client happiness campaigns to enhance the client experience.
  • Analyze client satisfaction through methods like NPS scores, surveys, and interviews.

Internal Operations (45%):

  • Create and manage client dashboards (e.g., Google Data Studio) to showcase the impact of our work.
  • Oversee internal project management and ensure timely completion of tasks.
  • Track time accurately across all client projects using Harvest time management software.
  • Conduct weekly client ops meetings to align the team on client engagements.
  • Provide coaching and support to team members for optimal performance.
  • Continuously improve internal systems for efficiency and usability.
  • Implement quality assurance processes and manage vendors and freelancers.

Admin, Managing Up, and a little Whimsy (5%):

  • Offer radical candor by providing data-driven insights to address issues within client engagements.
  • Communicate with agency leadership to address agency needs and drive business growth.
  • Take time each week to imagine and explore innovative ways to run the agency.