Client Success Manager

Responsibilities

• Client onboarding: Onboard clients by helping them understand the Tana model, by translating client requirements into clear, actionable briefs for the Recruitment and Training teams, by reviewing and refining candidate profiles ahead of interviews, and by ensuring Day 1 readiness for talent placements.
  
• Client relationship management: Run regular check-ins with client managers to gather feedback, problem-solve, and ensure expectations are consistently met, while acting as the bridge between clients and the Talent Success team by sharing context, feedback, and priorities and ensuring clear follow-through.
  
• Account health and retention: Monitor client satisfaction, contract renewals, performance concerns, and retention risks, proactively identifying and addressing issues before they escalate and working closely with internal teams to help resolve them.
  
• Growth and expansion: Support long-term success by reflecting with clients on the impact of our partnership, by identifying ways to add value and spotting opportunities to expand relationships, whether through new teams, new roles, or referrals.
  
• Process improvement and documentation: Contribute to scaling Tana by helping standardise and automate Client Success processes, while maintaining clear documentation of client feedback, contract renewals, and key account milestones to support proactive follow-up and smooth execution.
  

Requirements

• 5+ years in client-facing roles such as Client Success, Account Management, Consulting, B2B Sales, or Project Management, with proven ability to build trusted relationships with senior stakeholders.
  
• Experience working with clients in North American and/or European markets. Bonus points if you’ve lived or worked abroad in those geographies.
  
• Excellent communication and collaboration skills with internal and external stakeholders.
  
• Strong judgment and problem-solving, particularly in high-stakes and ambiguous situations.
  
• Highly organised, proactive, and able to manage multiple priorities in a fast-paced environment.