Client Services Director

Application Deadline: 19 August 2025

Department: Client Success

Employment Type: Permanent - Full Time

Location: Cardiff

Reporting To: Gary Jackson

Compensation: £80,000 / year

Description

Amber is an award winning, fast-growing, vibrant business on a mission to fix utilities, save the planet and make people happy. We are an entrepreneurial business solving problems in the utility industry, currently going through an exciting phase of rapid growth against a backdrop of considerable change within the sector.

The Client Services Director will manage a high performing team of client success professionals with the primary focus to drive client satisfaction, retention, and growth. You will oversee the delivery of an exceptional client experience to our industrial and commercial accounts, which acknowledges their importance to Amber and supports their success and pathway to Net Zero.

This role offers a quarterly and annual bonus scheme. Regular travel to client sites and Amber HQ required.

Key Responsibilities

Strategy & Leadership

• Lead and develop a high-performing client success team.
• Understand the client experience and ensure the team is utilising data and analytics to support decision-making, prioritise work and overcome client improvement opportunities.
• Collaborating with the Director of Client Success, to implement the client success strategy.
• Act as the voice of the client within Amber, advocating a client centric approach that clearly articulates their needs and ensuring they are met.

Client Experience

• Manage and sponsor a small portfolio of key clients, delivering a best-in-class experience that drives retention and opportunity for Amber to deliver its goals.
• Coordinate the Voice of Client feedback programme and use insights to inform satisfaction, client needs, required developments and future opportunities.
• Use all insights to develop and deliver improvement projects that further enhance services and the client experience.
• Function as the second point of escalation for client actions.

Relationships

• Establish strong relationships with our key clients, understanding their business needs, challenges and aspirations.
• Collaborate with cross-functional teams (inc. Operations, Growth and Business Development) to ensure a seamless client journey.
• Build and maintain C-Level relationships as required. 

Reporting & Analysis

• Own and run monthly internal reviews, highlight service shortfalls and build recovery plans in salesforce.
• Monitor key client health metrics and develop action plans to enhance products/services, address risks and capitalise on growth opportunities.
• Continuously evaluate and improve client success processes and tools.
• Track and report on key performance indicators (KPIs), initiatives and outcomes for the client success team.

What does good look like?

Essential:

• Proven experience in a leadership role, managing and developing a customer/client success team.
• Proven account management experience with a demonstrable record of improving client relationships, retention, and satisfaction.
• Excellent communication and people skills, with the ability to build strong, long-term relationships with customers/clients and internal stakeholders.
• Data-driven mindset with strong analytical skills and the ability to interpret and act on data insights.
• A proactive, purposeful approach, with a passion for customer success and continuous improvement.
• Knowledge of contractual management / management against SLAs.
• Strategic thinker, with proven history delivering customer success strategies and plans.
• Excellent negotiation skills and commercial awareness.

Desirable:

• Strong understanding of the energy industry and its unique client needs.
• Experience developing customer/client success strategies and plans. 
• Experience working with multiple utilities – water, gas and electricity.
• Experience working with both B2B & B2C client/customer bases.

Why Choose Amber?

Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants! 

• Private medical care 
• Birthday day off 
• Income protection 
• Enhanced primary and secondary caregiver scheme 
• Loyalty vouchers 

Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds.