Client Success Coach

Client Success Coach
Location: Wilmslow / Sheffield / Hybrid (with flexibility for some remote working)
Working Hours: Full-time, 37.5 hours per week (Monday to Friday, with flexibility as required)
Salary: £35000 per annum - OTE 45k

Citation is one of the UK's leading providers of Health and Safety, HR, Employment Law, and ISO services to businesses.

We pride ourselves on being leaders in our industry, constantly empowering our team, and fostering a culture of support and innovation.

We love what we do, and we're on a mission to grow and that's where you come in.

Not bragging, but…we've also been named one of the Sunday Times Best companies to work for.

Again.

The role:
, As a Client Success Coach, you will play a pivotal role in developing and inspiring high-performing teams across the Genesis Division.

Reporting to the Client Success Enablement Manager, your main priority will be to coach and support teams focused on client renewals and retention, with a strong emphasis on B2B contract negotiation and communication excellence.
, You'll deliver coaching and training to ensure teams are equipped to handle client conversations confidently across a wide range of communication channels—adapting their approach to suit each client's preferred method, whether written, spoken, or digital.
, You'll help embed best practices for renewal activity, objection handling, and value communication, adapting your approach to suit different teams and individuals.
, You'll leverage tools such as Call Miner and Salesforce to identify coaching opportunities and measure impact, using data-driven insights to continuously improve team performance.

You'll collaborate closely with managers and other coaches to ensure a consistent, high-quality client experience and support the ongoing development of the Client Success function.

About you:
, You are an experienced coach with a passion for getting the best out of people.

You have a proven track record in coaching within client success, customer service, or sales environments, ideally with experience in B2B contract negotiation and renewals.

You are highly organised, proactive, and able to manage your time and priorities to maximise your impact across multiple teams.
, You are inspirational and motivational, able to build rapport with all types of people and adapt your coaching style to suit individual needs.

You have a strong understanding of coaching and psychology models, and you're comfortable using tools like Call Miner, Salesforce, or similar platforms to inform your coaching practice.
, You thrive in a fast-paced, changing environment and are committed to continuous improvement—both for yourself and those you coach.

You're a natural communicator, able to deliver feedback constructively and foster a culture of learning, accountability, and high performance.

Here's a taste of the perks we roll out for our extraordinary team members:

, 25 Days of Holiday + Bank Holidays: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home.

Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
, Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
, Post-Wedding Bliss: Newlyweds, we've got something special for you, too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
, Growing Families: We're all about supporting our Citation family, and that includes expectant parents.

Vouchers and special perks await to celebrate the newest addition to your family.
, Healthcare cash plan: Your well-being is our priority.

That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
, Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
, Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!