Customer Success Manager (CRM)

Who are IDHL?

IDHL is a leading digital agency helping ambitious brands find and unlock opportunities for growth.

Our services span strategy, brand, technology, and marketing, with specialists working across disciplines to solve complex challenges and deliver measurable results.

Continued investment in AI shapes how we work, from building knowledge and exploring new possibilities to putting them into practice across our business and client work.

IDHL is also home to Fostr, Vervaunt, and The MTM Agency, each with their own areas of focus across the digital landscape.

At the heart of it all is a focus on what matters: doing work we're proud of, making an impact for our clients, and supporting our people to do their best work.

Your role as Customer Success Manager (CRM)

The Customer Success Manager (CRM) will manage a portfolio of clients while taking hands-on responsibility for the execution, optimisation and delivery of CRM activity across email, SMS and customer lifecycle programmes. You will be the primary day-to-day client contact, lead regular meetings, manage CRM plans and ensure agreed work is delivered accurately, on time and in line with each client’s commercial objectives.

This is not solely an account management or advisory role. You will work directly within platforms such as Klaviyo, Dotdigital and Braze to build, test, schedule, launch and optimise campaigns and automated journeys. You will combine strong client relationship skills with practical platform expertise, taking work from brief through to execution, reporting and continuous improvement.

Key Responsibilities

Client Success and Relationship Management

• Client ownership: Act as the primary day-to-day contact for assigned clients, building trusted relationships and developing a detailed understanding of their business, customers, commercial objectives and priorities
• Client meetings: Plan and lead regular status calls, performance reviews, quarterly business reviews and strategic workshops. Prepare agendas, guide discussion and document decisions, actions, owners and deadlines
• CRM planning: Translate client objectives and trading priorities into clear CRM roadmaps, campaign calendars, testing plans and prioritised actions
• Communication: Provide clear and timely updates on delivery, performance, dependencies, risks and next steps, ensuring expectations are managed throughout each workstream
• Strategic guidance: Present recommendations, explain platform and performance considerations clearly, and constructively challenge clients when a different approach would deliver a stronger outcome
• Issue resolution: Identify concerns early, take ownership of the response and coordinate practical solutions with internal specialists and client stakeholders
• Retention and growth: Demonstrate ongoing value, identify opportunities to expand or improve CRM activity and support the retention and development of client relationships

Hands-On CRM and Email Execution

• Campaign production: Build, format, test, schedule and deploy email and SMS campaigns directly within Klaviyo, Dotdigital and Braze, using supplied creative or working from approved briefs and templates
• Automation and lifecycle journeys: Create, maintain and optimise automated programmes including welcome, browse abandonment, basket abandonment, post-purchase, replenishment, win-back, re-engagement and retention journeys
• Audience creation: Build and validate customer segments, lists, exclusions and targeting rules using profile, behavioural, engagement and purchase data
• Personalisation: Configure dynamic content, conditional logic, product recommendations and personalisation to create relevant customer experiences
• Testing and quality assurance: Complete end-to-end QA across content, links, tracking, rendering, audiences, logic, timings, exclusions and suppression rules before launch
• A/B testing: Set up and manage structured tests across subject lines, content, creative, offers, audiences, timings and journey logic, applying findings to future activity
• Platform management: Maintain campaigns, flows, templates, naming conventions and account structures so platform activity remains accurate, organised and easy to manage
• Deliverability and compliance: Apply good practice across consent, preferences, suppression, frequency, engagement and deliverability, escalating specialist issues where required
• Troubleshooting: Investigate campaign, automation, data and platform issues, resolving them directly where possible and coordinating with technical specialists or platform support when needed

Key Skills and Experience

• Customer success and account management: Proven experience managing client relationships in an agency, consultancy, CRM, SaaS or digital marketing environment
• Hands-on platform experience: Practical experience building and deploying campaigns and automations in at least one or the following platforms, Klaviyo, Dotdigital or Braze. Evidence of direct platform execution is essential
• Email and lifecycle marketing: Strong knowledge of campaign delivery, automated journeys, segmentation, personalisation, testing, customer lifecycles and optimisation
• Client meeting leadership: Confidence in client status meetings, performance reviews and strategic sessions, with strong presentation, facilitation and follow-up skills
• Quality assurance: A rigorous approach to testing audiences, content, links, tracking, logic and customer journeys before launch
• Data and reporting: Ability to interpret CRM performance, identify useful insights and translate analysis into focused recommendations
• Commercial awareness: Ability to connect CRM activity to business outcomes while managing scope, time, priorities
• Communication: Excellent written and verbal communication, with the ability to make technical or performance detail clear to different audiences
• Organisation: Strong project management and prioritisation skills, with the ability to manage several clients, campaigns and deadlines at once
• Ownership: A proactive, solutions-focused approach and clear personal accountability for both client experience and delivery quality

Desirable Experience

• Experience working with eCommerce, retail, subscription or consumer brands
• Experience delivering SMS, mobile push, loyalty or wider cross-channel lifecycle activity
• Knowledge of deliverability, consent, preference management and responsible customer data use
• Experience working with HTML email templates, data integrations, tracking or dynamic product content
• Agency experience managing and executing work across multiple client accounts