Client Success Partner

Department: Client Success
Reports to: Chief Revenue Officer
Key working relationship: Chief Operating Officer and Operations team
Location: UK-based, hybrid, with regular travel to client venues and Boxbar’s Wakefield headquarters
Contract type: Full-time, permanent
Salary: £50,000 - £60,000 + car allowance + bonus
Travel requirement: Regular UK travel
Working pattern: Event-led, including evenings and weekends where client activations require support

The Client Success Partner will ensure that Boxbar’s technology delivers the operational, commercial and customer-experience outcomes agreed with each client.

The role owns the ongoing success of clients following the commercial sale. It will coordinate onboarding, activation readiness, adoption, performance review, issue resolution and continuous improvement across the client lifecycle.

This is an operationally focused customer-success role. It does not own commercial negotiation, contract expansion or revenue forecasting, although it plays an essential part in identifying opportunities and providing the performance evidence needed to support account growth.

• Create a documented Client Success Plan for each designated account.
• Translate the client’s objectives and commercial business case into clear operational measures.
• Define what successful deployment, activation and ongoing use look like.
• Establish baseline performance and agreed client outcomes.
• Maintain an up-to-date view of client health, adoption, satisfaction, risk and outstanding actions.

• Coordinate the post-sale client handover into implementation and operational delivery.
• Ensure requirements, responsibilities, timelines and dependencies are clearly understood.
• Work with Operations, Project Management, Product and Technical teams to confirm readiness.
• Ensure client teams understand how to operate, support and maximise the technology.
• Coordinate appropriate client training, documentation and pre-activation communication.
• Confirm that agreed operational, technical and client-side actions have been completed before go-live.

• Maintain appropriate visibility of major client activations.
• Ensure the client has clear points of contact before, during and after activation.
• Capture operational results, client feedback, incidents and areas for improvement.
• Coordinate post-activation reviews with the client and internal teams.
• Ensure lessons learned result in clear actions rather than remaining as informal feedback.
• Track actions through to completion and confirm outcomes with the client.
• Identify recurring operational issues and drive cross-functional resolution.

• Monitor agreed measures such as throughput, availability, utilisation, transaction performance, service speed and operational adoption.
• Work with the client to understand whether Boxbar is delivering the intended operational and commercial value.
• Produce clear performance summaries and client-facing outcome reports.
• Identify gaps between expected and actual performance.
• Coordinate improvement plans with Operations, Product, Engineering or Training.
• Ensure performance information is accurate, understood and used constructively.

• Build strong relationships with the client’s operational and day-to-day stakeholders.
• Act as a trusted and dependable point of coordination for ongoing success.
• Maintain regular, proactive communication rather than relying on the client to raise concerns.
• Set clear expectations and communicate honestly when risks or issues arise.
• Ensure client concerns are recorded, owned and progressed.
• Maintain professional communication across high-pressure event environments.

• Maintain a structured client health assessment.
• Identify dissatisfaction, declining utilisation, repeated incidents or reduced engagement.
• Escalate material commercial risks to the Head of Strategic Partnerships.
• Escalate material delivery or technical risks to Operations and relevant functional leaders.
• Create joint recovery plans where the relationship or service outcome is at risk.
• Track whether agreed recovery actions are producing the intended improvement.

• Identify potential opportunities arising from strong operational results, unmet client requirements or additional venue needs.
• Capture relevant evidence and client context.
• Introduce opportunities to the Head/VP of Strategic Partnerships for qualification and commercial ownership.
• Support commercial discussions by supplying operational data, success evidence and client feedback.
• Avoid making unapproved pricing, contractual or commercial commitments.

• Analyse recurring themes across clients and activations.
• Share structured client insight with Product, Operations, Engineering and Commercial teams.
• Help improve onboarding, training, reporting, activation and support processes.
• Contribute to client case studies and evidence of measurable outcomes.
• Help Boxbar create a consistent global client-success model as the business scales.

Final numerical targets will be confirmed through a separate KPI schedule. Measures should include:

• Activation-readiness completion.
• Successful and on-time go-live rate.
• Client adoption and utilisation.
• Technology availability and activation performance.
• Number and severity of recurring operational issues.
• Issue-resolution and action-completion times.
• Client satisfaction and relationship health.
• Completion and quality of Client Success Plans.
• Completion of post-activation reports.
• Timeliness of client communication.
• Training and client-team readiness.
• Early identification of retention risks.
• Quality of expansion opportunities passed to Partnerships.
• Client referenceability and case-study participation.

• Experience in customer success, account delivery, client operations, service delivery or operational account management.
• Experience supporting complex clients in live or operationally demanding environments.
• Strong coordination and stakeholder-management skills.
• Ability to translate client objectives into practical delivery plans.
• Experience analysing performance and identifying improvement actions.
• Strong written reporting and communication skills.
• Confidence in managing issues and difficult client conversations.
• Ability to prioritise effectively across multiple accounts and activations.
• Willingness to travel and work around major event schedules.

• Experience within venues, stadiums, arenas, festivals, hospitality or live events.
• Experience supporting hardware, technology or physical product deployments.
• Understanding of beverage, bar, concessions or hospitality operations.
• Experience working with operational data, dashboards or service-management systems.
• Experience coordinating technical and non-technical teams.
• Experience in a high-growth or international business.

The successful person will:

• Be dependable and take ownership of client outcomes.
• Communicate early when something is at risk.
• Remain calm and organised in high-pressure environments.
• Work collaboratively across functions.
• Focus on resolving underlying causes, not just immediate symptoms.
• Be curious about how clients operate and how outcomes can be improved.
• Care about quality, reliability and client experience.
• Build trust by doing what they say they will do.