Client Success Manager

Who we are At Outfly, we’ve spent 15 years disrupting the traditional agency model to build something better — an acceleration agency that works with those bold enough to challenge the status quo. We partner with disruptive startups, innovative scale-ups and game-changing accelerators, helping them reach their potential through creativity, strategy and impact. We don’t take briefs; we solve challenges. Whether it’s branding, websites, messaging, product strategy, or immersive experiences, we dive headfirst into every project as genuine partners. Our mission is simple: to help the most impactful businesses make a difference in the world. Now, for the first time in our history, Outfly is ready to scale. We’ve overhauled our business structure to make ourselves leaner, faster and more impactful than ever before. This is a unique opportunity to join us on the cusp of transforming the way acceleration agencies and VCs operate, planting seeds of innovation in the most vibrant ecosystems around the world. If you’re tired of being boxed in, working weekends and making incremental changes for brands that don’t align with your values, keep reading.  You might have just found your next move… About the role Your role involves building genuine, lasting relationships with our clients, working directly with founders and C-suite executives to understand their needs. Trust, accountability and a shared vision for success form the foundation of our relationships. This role isn’t just focused on managing timelines and budgets (although you’ll need to be great at that too!) — it’s about becoming a critical part of our clients’ journeys and of our own.  You’ll thrive on variety, switching between industries, ideas and clients with ease. One moment, you’ll be working with a startup closing the plastics loop; the next, you’ll be collaborating with a founder revolutionising manufacturing. If you’ve been craving variety, creativity and the chance to leave your mark, this is it. You’ll need to be a critical thinker, spotting opportunities, raising red flags when needed, and keeping the bigger picture in mind while managing the day-to-day projects and budgets. You’ll also work closely with our creative strategists to help execute bold ideas, ensuring they align with our partners’ goals and ambitions. What you’ll be doing:

• Taking ownership of projects from initiation to completion, meticulously managing timelines, budgets, and resources.
• Developing detailed project plans, defining scopes, and setting milestones.
• Proactively identifying and mitigating potential risks.
• Collaborating effectively with internal teams (creative, strategy, development) to ensure projects are delivered on time and to the highest standards.
• Building and maintaining strong client relationships based on trust and clear communication.
• Serving as a secondary point of contact for clients, alongside the creative strategist, to address queries and provide timely updates.
• Understanding client needs and objectives, translating them into actionable project briefs.
• Contributing to client satisfaction and retention.

• 4+ years of experience in a project management or account management role, ideally within a creative agency setting.
• Outstanding written and verbal communication skills with the ability to build rapport with clients and internal teams.
• A master of organization with a knack for juggling multiple projects and priorities in a fast-paced environment.
• A proactive problem-solver who can anticipate challenges and implement effective solutions.
• A genuine passion for understanding and meeting client needs, consistently going the extra mile.
• Familiarity with creative agency processes and workflows, including branding, marketing, UX/UI and web development.

• A passion for purpose-driven ideas, entrepreneurship, and tech.
• The determination, desire, and initiative to work in a fast-paced environment.
• A rock-solid conscience and a heart of gold.

• Salary: £30k - £40k, depending on experience.
• 24+ days off per annum, including 3 mandated days at Christmas (plus bank holidays).
• Hybrid work model (2 days a week working remotely, if preferred), from our beautiful office in the heart of Spitalfields, Shoreditch.
• 40% discount on gym memberships.
• £200 annual personal learning allowance.
• “Work from Anywhere Week” every year.
• Vitality private health insurance, with no excess.
• CBT and counselling on demand.
• Regular physiotherapy and acupuncture.
• Headspace subscription.
• 75% off spa breaks.
• Free cinema tickets.
• Share options for loyalty.
• Cycle2Work, Tech4Work, and Electric Vehicle schemes.
• Full-time: Contracted 40 hours per week. Hours of work are flexible, but average Monday to Friday, 9:00am – 6:00pm. Flexibility will sometimes be required to meet business and client needs.