Client Delivery Lead
On-site · London, England, United Kingdom or Dublin, Leinster, Ireland
Job Summary
Client Delivery Lead responsible for owning and expanding a portfolio of strategic e-commerce customers across the UK, with a major focus on the Manchester-based strategic account. Serve as the primary commercial relationship owner, ensuring customers are happy, engaged, and positioned for long-term growth, while partnering with technical and solutions-oriented teammates to support implementation and product adoption. Drive retention and expansion with a target of retaining at least 90% of accounts and growing revenue where possible. Deeply understand each customer’s business, goals, and support workflows; influence product attach rates; train merchant customer support teams; create documentation and enablement materials; manage executive relationships with senior stakeholders; navigate complex scenarios including escalations and upsell opportunities. Travel to Manchester as needed, especially during ramp, to build relationships and support the strategic account in person. Ideal background includes experience in e-commerce, retail tech, post-purchase, logistics, or SaaS, with strong account management and a track record of managing multi-million-dollar portfolios. UK-based with responsibilities across Manchester, London, and nearby markets; the role involves retention, expansion, customer alignment, and executive relationship management in a fast-growing company.
Required Qualifications
- Strong account management, customer success, or commercial relationship management experience in a high-growth company
- Experience owning retention and expansion for a meaningful book of business
- Background managing large, complex, or multi-million-dollar customer portfolios
- E-commerce experience is a major plus
- B2B software, retail tech, logistics, payments, post-purchase, or customer experience software experience is also highly relevant
- Ability to manage both day-to-day customer operations and senior executive relationships
- Strong commercial instincts with the ability to identify expansion opportunities and navigate upsell conversations
- Excellent communication skills with the ability to align internal teams, customer stakeholders, and executive sponsors
- Comfort operating in a fast-moving, stage-based company where process is still being built
- Willingness to spend time in Manchester, likely 1x per month on an ongoing basis and potentially 2–3x per month while ramping
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.