About Heard

At Heard, we’re not just a performance marketing agency — we’re a partner for growth. We deliver digital solutions that solve real business challenges across Paid Media, Data, Strategy, and Content. Our clients span the property, travel, home services, lifestyle, and B2B sectors, and they trust us because we put results and relationships at the heart of everything we do.

That’s where you come in.

The Role

As a Customer Success Manager (CSM) at Heard, your job is to make sure our clients succeed and feel supported every step of the way. You’ll be the connective tissue between the client and our internal teams, ensuring projects stay on track, communication flows, and opportunities to grow are never missed.

This role is perfect for someone with account management or client services experience who loves building long-term relationships, spotting strategic opportunities, and working closely with delivery teams to get the best results.

What You’ll Do

• Own the day-to-day client relationship across a portfolio of retained and project-based accounts

• Ensure client needs, goals, and feedback are clearly communicated to internal teams (Paid Media, Creative, Content, Strategy)

• Collaborate with project leads to track deliverables, timelines, and campaign performance

• Proactively identify opportunities to add value, upsell services, or resolve concerns before they escalate

• Schedule and lead regular check-ins, reporting calls, and review meetings

• Work with the Strategy Director to develop client growth plans

• Maintain accurate client documentation in CRM or PM tools (e.g. Notion, ClickUp, or similar)

• Monitor client satisfaction and flag churn risks early

• Translate technical performance data into business-focused insights

• Advocate for client needs during internal planning and campaign development

• Help shape our customer success processes, tools, and playbooks as we scale

What We’re Looking For

Essential:

• 2–4+ years’ experience in client-facing roles (agency, SaaS, or service-based businesses)

• Confident communicator with excellent written and verbal skills

• Proven ability to manage multiple accounts and priorities simultaneously

• Comfortable translating campaign data into strategic recommendations

• Naturally empathetic — you listen deeply, communicate clearly, and act with care

• Highly organised and detail-oriented

• Strong grasp of digital marketing concepts (especially Paid Media)

• Proactive mindset — you don’t wait for instructions to add value

• Experience working in or with cross-functional teams

Bonus Points For:

• Experience in performance marketing, media, or digital delivery

• Familiarity with tools like Google Looker Studio, HubSpot, ClickUp, or Monday.com

• Understanding of industries like property, travel, or home services

• Interest in AI tools for reporting or customer support

Why Join Heard?

We’re a people-first performance agency. That means you’ll be supported to do your best work — and grow along the way.

Human-Focused:

• 25 days holiday + your birthday off

• Hybrid working (3 days in Bedford, 2 remote)

• Paid mental health support + wellness check-ins

• 2 volunteering days per year for causes you care about

Career-Led:

• Structured progression and personal development planning

• 40+ hours of training per year through our Growth Academy

• Profit share bonus scheme (equal across the team)

• Access to industry events and certifications

Culture That Moves:

• Monthly team socials + quarterly away days

• Transparent company updates and goal-setting

• Collaborative, ego-free working environment