Job Description

:
Client Success Director
Function(s): Client Success, Revenue Expansion, NPS Management, Fulfilment & Sales Alignment.
Reports to: Chief Operating Officer
Location: London, 3 days a week in the office.
Salary: Competitive salary (based on experience) + performance-based incentives.
KPIs: Existing Revenue Expansion, Client NPS, Upsell Conversion Rates.
Core Responsibility:
To build and lead a commercially driven client success function that directly impacts retention, account growth, and overall client satisfaction. You will act as the senior bridge between Fulfilment, Sales, and the C-Suite - ensuring our service delivery translates into measurable revenue expansion.
About Us
We are a group of fast-growing performance, creative, and e-commerce companies: Soar With Us, Hambi Media, Launch With Us, and For You Advertising. Together, we partner with some of the UK's most ambitious brands, delivering breakthrough advertising, growth strategy, and creative campaigns.
With a collective team of 80+ A-Players, we've profitably spent more than 500m on Meta, Google, and TikTok ads, and we're only just getting started.
As Client Success Director, you'll play an essential role in scaling existing revenue, implementing a clear client tiering strategy, and directly influencing the Group's path to 8-figure growth.
Our Values

• Extreme Ownership: Taking responsibility for every outcome within your control.
• Radical Curiosity: Challenging assumptions and exploring what's next to drive smarter, more innovative results.
• Kind Candour: Saying what needs to be said with honesty, empathy, and purpose.
• Client-Centricity: Thinking like owners, acting in our clients' best interests, always.

Core Responsibilities:
Revenue Expansion & Commercial Growth

• Own the Existing Revenue Expansion KPI, designing and executing strategies that hit clear upsell/cross-sell targets within the first 6 months
• Implement processes that proactively identify opportunities for additional services across the client base
• Coordinate opportunities between Account Managers (project delivery) and Sales (conversion) teams.
• Develop and maintain bronze, silver, and gold client tiers based on profitability tracking.

Retention & Churn Management

• Take ownership of churn flag responses across the Group's top 30% of accounts, ensuring fast resolution, strategic direction, and senior-level involvement where necessary.
• Establish proactive processes to spot early signs of churn and embed these into the Fulfilment and AM functions.
• Partner with the COO and C-Suite to monitor and report retention trends, implementing corrective actions where needed.

Client Experience & NPS

• Manage and take necessary action on NPS survey responses, ensuring insights are converted into operational improvements.
• Act as a senior voice of the client within the agency, ensuring feedback shapes internal processes, product/service roadmaps, and team priorities.

Leadership & Alignment

• Act as a trusted senior partner at the leadership table, influencing strategy and presenting insights/recommendations.
• Serve as a bridge between Fulfilment, Sales, and Leadership to ensure commercial alignment on all client initiatives.
• Coach Account Directors on commercial awareness and client growth strategies, without detracting from their project management focus.

Requirements:
You...

• are a senior leader with a proven track record in client success, revenue growth, or account expansion roles;
• are commercially minded, with the ability to align client needs with agency profitability;
• have excellent communication skills, able to influence both clients and internal leadership;
• are strategic but hands-on, willing to roll up your sleeves to solve problems;
• thrive in a fast-paced, high-growth, multi-brand environment;

• have 6+ years' experience in client success, revenue expansion, or related leadership roles (agency or SaaS/e-commerce environment preferred).

What Success Looks Like:
6 Months: * Revenue Expansion strategy live and generating measurable upsell/cross-sell results.

• NPS response management is embedded into client success workflows.
• Bronze, Silver, and Gold tiering system implemented and informing client prioritisation.

12 Months: * Existing revenue growth % significantly above current baseline.

• Retention rates improved across top-tier accounts, directly contributing to client delivery standards.
• Recognised as a commercial and client-centric driver of Group growth.

24 Months: * Group achieving industry benchmarks across account expansion and on track for 8-figure revenue.

• Client Success function fully established, scalable, and integrated into Fulfilment and Sales operations.
• Agency recognised as best-in-class for balancing client excellence with commercial performance.

Benefits:
We believe looking after our people goes beyond the basics. That's why across the group, we offer:

• 26 days annual leave (including your birthday off, and additional days for long-term service).
• Private Health Insurance (with wellness perks and rewards, available after 6 months).
• Life Insurance & Smart Health Services (including 24/7 virtual GP and wellbeing support).
• Cash Plan (reimbursement for dental, optical, physiotherapy and other healthcare expenses).
• Company Pension (auto-enrolment with employer contributions).
• Professional Development Fund (courses, certifications, and resources to support career growth).
• End of Year Bonus Scheme
• Kudos Recognition Platform (peer-to-peer recognition across the group).
• Hybrid & Remote Working options.
• Work Abroad Scheme (up to 30 days at a time).
• Regular Company Events & Team Socials to bring our brands together.

Skills Required