Key Responsibilities Customer Relationship Management Build trusted relationships with a wide range of cultural organisations Product Expertise & Support Leadership Autonomously manage first-line support for customers, escalating only when necessary Project Delivery & Consultancy Manage and coordinate projects independently from discovery through to delivery Commercial Growth & Upselling Identify opportunities for additional services, projects, or product expansion within existing accounts Essential Experience 5+ years of experience in account management, digital project management, customer success, product support, or a similar client-facing role Desirable Experience Experience working with arts, culture, heritage, museums, theatres, or festivals Customer Relationship Management Build trusted relationships with a wide range of cultural organisations Product Expertise & Support Leadership Autonomously manage first-line support for customers, escalating only when necessary Please send (in English) a CV and a cover letter about why you think you might be a great fit at CultureSuite, please keep in mind that this is a senior role, where 5+ years of experience is a non-negotiable requirement for selecting candidates. You can send in your motivation and CV no later than 23:59 on Sunday, June 28th.Job Summary
Job Description
Act as a senior point of contact for customers across onboarding, ongoing support, strategic reviews, and product adoption
Organise and lead regular client check-ins, roadmap conversations, and planning sessions
Understand customer goals and proactively identify opportunities to improve their digital ecosystem and workflows
Coordinate internal teams and resources to ensure customer needs are met effectively
Handle customer issues independently from start to finish with confidence and accountability
Write, improve, and maintain support documentation, canned responses, and knowledge base content
Identify recurring customer questions or challenges and proactively organise solutions such as Q&A sessions, webinars, newsletters, or product guidance
Act as a strong product advocate internally and externally
Advise customers on best practices, workflows, integrations, and digital strategy
Translate customer needs into actionable product or delivery requirements
Work collaboratively with design, development, and leadership teams to ensure smooth project delivery
Keep stakeholders informed and aligned throughout projects
Confidently discuss budgets, priorities, timelines, and scope with customers
Understand how to turn customer challenges or limitations into productive opportunities for new work and long-term value
Support proposals, renewals, upsells, and strategic account growthJob Requirements
Experience working within a web agency, digital agency, SaaS business, or product-focused environment
Strong understanding of websites, digital products, integrations, and online customer journeys
Proven experience managing customer relationships independently
Comfortable presenting to customers, leading workshops, and speaking publicly
Excellent written and verbal communication skills
Strong organisational and problem-solving skills
Comfortable balancing support, consultancy, relationship management, and commercial conversations
Ability to travel frequently across the UK and abroad
Knowledge of ticketing systems, CRM platforms, or digital marketing technology
Experience working with product teamsJob Responsibilities
Act as a senior point of contact for customers across onboarding, ongoing support, strategic reviews, and product adoption
Organise and lead regular client check-ins, roadmap conversations, and planning sessions
Understand customer goals and proactively identify opportunities to improve their digital ecosystem and workflows
Coordinate internal teams and resources to ensure customer needs are met effectively
Handle customer issues independently from start to finish with confidence and accountability
Write, improve, and maintain support documentation, canned responses, and knowledge base content
Identify recurring customer questions or challenges and proactively organise solutions such as Q&A sessions, webinars, newsletters, or product guidanceHow to Apply