[Hiring] Customer Success Account Manager @The Legends Agency

Role Description

The Customer Success Account Manager will own the day-to-day relationship with an allocated portfolio of approximately 500 existing B2B accounts. This is a 100% phone-based remote position with zero cold calling. The primary objective is to act as the single point of contact for assigned accounts, driving customer retention, preventing churn, and growing like-for-like sales through proactive monthly conversations and consistent follow-through.

• Maintain a structured weekly call plan to ensure every assigned account receives a meaningful two-way phone conversation every calendar month.
• Prioritise declining accounts, overdue reorders, and unresolved issues.
• Review customer order history before calls to identify trading patterns and potential barriers to ordering.
• Establish customer stock requirements and identify early signs of churn.
• Introduce the monthly commercial calendar, seasonal serves, promotions, and sales-support materials to generate repeat orders.
• Accurately capture, process, and confirm orders received by phone or other approved channels using Unleashed ERP.
• Log all call attempts, completed discussions, customer insights, next follow-up dates, and agreed action items in Prospect CRM on the same working day.
• Act as the primary point of contact for customer enquiries.
• Resolve routine customer issues within delegated authority.
• Coordinate internal support where necessary and maintain full ownership of issues through to resolution.
• Participate in weekly activity and coverage reviews.
• Participate in monthly outcome meetings with the Sales Director.

Qualifications

• Proven experience managing existing B2B accounts over the phone, with a track record of driving customer retention and repeat ordering.
• Excellent customer service skills.
• Clear and professional communication skills.
• Extreme attention to detail.
• Capability to handle structured phone-based account management.
• Strong cultural fit with the service-first and team-focused values specified for the role.
• Strong commercial curiosity with the ability to identify buying patterns, understand reasons for declining orders, and recommend suitable products.
• Excellent relationship-building, communication, and questioning skills.
• High levels of organisation, persistence, and self-discipline to independently manage a full portfolio remotely.
• Disciplined and accurate data-entry habits using CRM systems.
• Prior experience using Prospect CRM or Unleashed software is desirable.
• Experience within the drinks, hospitality, or wholesale sectors is desirable.

Requirements

• Monday to Friday, 09:00–17:00.
• 37.5 hours per week with a 30-minute lunch break.

Benefits

• The role has an initial 3-month probation period.
• Following probation, benefits include optional medical insurance contributions and 3% pension scheme contributions.

Company Description

Our client is a rapidly growing UK-based drinks brand experiencing 50% year-on-year expansion. The business is known for high standards and service excellence. The company is expanding its customer support footprint by establishing a dedicated remote team in South Africa.