Senior Client Services Manager

CreateFuture is fast becoming the UK’s most recognisable digital consultancy, with years of experience building digital products and services for major organisations whilst putting our people first. We have offices in the centre of Edinburgh, Leeds, Manchester, and London as well as remote employees located throughout the country.

We are a team of creators - whether that’s code, project plans, go to market strategies, culture initiatives, marketing campaigns, large language models or people policies. And together, with our clients, we create the future. This has seen us collaborate and partner across a multitude of industries and sectors, with the likes of PayPal, adidas, Natwest, FanDuel and Money Saving Expert, to name just a few.

Our reputation as a partner determined to deliver high-quality, robust and thoughtful products has enabled us to scale to over 500 people in the last couple of years, and it is our amazing people - along with the safe, supportive and friendly culture we have built - that makes CreateFuture a great place to work. Don’t just take our word for it though, we have been recognised by Best Workplaces UK multiple years in a row - across a number of categories - and our employee exit rate is astonishingly low.

Join us on our journey… Let’s create tomorrow, together, today. 

 

About the team and role

Client Services Leads are at the heart of our client relationships, ensuring that we deliver value while driving growth for CreateFuture. You will be responsible for managing a portfolio of our key accounts, guiding your team to foster strong relationships, and ensuring that we are seen as a trusted partner. You are a problem solver who is adept at understanding client needs and aligning our internal teams to meet and exceed their expectations. You will play a crucial role in the operational success of your accounts and the development of your team members.

 

What you’ll be doing

• Client Relationship Management: You will lead the creation and evolution of value propositions for complex client environments, ensuring they remain aligned to market shifts and client needs. You will manage large portfolios or strategically important accounts, ensuring the team is structured to support scalable growth
• Team Leadership & Mentoring: You will lead client relationships and shape CreateFuture’s approach to multi-competitor bids. You will mentor others in consultative behaviours and stakeholder strategy, and play an active role in raising CreateFuture’s visibility through events, content, and thought leadership
• Operational Excellence: You will lead the operational rhythm across multiple portfolios or business units. You will guide others in developing accurate forecasts and high-quality Statements of Work (SoWs). You will support the setting and tracking of annual financial targets and influence wider commercial planning
• Strategic Account Growth: You will embed the use of Client Partnership Groups (CPG) across your team and monitor their effectiveness. You will champion strategic account planning and evolve the formats to suit new opportunities or delivery models, creating repeatable ways of working that support delivery and account growth
• Experience & Quality: You will coach others in stakeholder management, feedback loops, and account health. You will design proactive plans to improve CSAT and expand our relationship reach, while aligning internal delivery teams to client expectations. You will lead initiatives that deepen client understanding and ensure value-add efforts are aligned to commercial and strategic goals

 

We’d love to talk to you if you have:

• Proven Experience: in account management, client services, or consultancy, with a track record of growing and retaining key accounts. You have demonstrated success in managing accounts with significant annual revenue and driving long-term, outcome-focused relationships
• Client Service Excellence: Extensive experience in professional services and digital product and technology delivery. You are skilled at working directly with senior stakeholders to deliver value and maintain high levels of satisfaction
• Leadership & Growth Mindset: A passion for digital products and technology, with a demonstrable ability to proactively expand relationships and challenge existing ways of working. You have a positive, can-do attitude and are able to take senior stakeholders on a journey with you
• Strategic & Operational Skills: Strong analytical and strategic capabilities, able to identify opportunities, assess risk, and propose impactful solutions. You are operationally focused and adept at forecasting, planning, and managing the commercial health of your accounts
• Technical Understanding: A strong understanding of digital technologies and their application within our clients' environments. This includes a good working knowledge of Cloud Architectures (AWS, Azure, Google Cloud), Software Development Methodologies (DevOps, Agile, Scrum), and modern engineering practices

 

What we’ll offer you

At CreateFuture, we challenge ourselves to go beyond the obvious and we care deeply about our craft and customers. With us, you’ll have ambitious projects to sink your teeth into and plenty of opportunities to learn and grow. You’ll be part of our safe, supportive and friendly culture - that looks after you - and join our team of genuinely great people.

Our benefits include:

• Total 35 days holiday (we have flexible bank holidays)
• Comprehensive private medical insurance
• Enhanced parental and adoption leave
• Pension - matched up to 5%

As this is a hybrid role, we’re looking for people within a commuting distance of our hub locations (Edinburgh, Leeds, Manchester or London) and who are flexible to travel to client sites and CreateFuture regional offices. We're very flexible and trust you to manage your own schedule to balance face-to-face time with clients, colleagues and working from home.

We create and reinforce a culture that rewards employees’ impact, not just activity. We trust our employees to work autonomously and promote ownership across all levels.

 

Next steps

Our TA team aims to respond to all applications within a reasonable timeframe, regardless of if we are progressing with your application.

Our process:

1. 30-minute call with our Talent Acquisition Team
2. 1-hour Competency-based interview
3. 1-hour Panel Interview & Presentation
4. 1-hour Values-led interview

We believe that representative teams made up of people with different backgrounds, skills, and points of view help us build the best workplace possible, and enable us to create genuinely innovative, broadly useful products. We are committed to our goal of creating the most inclusive workplace possible. As we strive to build an environment where everyone can thrive and be themselves, we will continue to investigate and challenge biases, while working to identify and remove obstacles to inclusion. If you need additional support or accommodation during the application process, please don’t hesitate to let us know.