Client Success Director

Soar With Us; Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Benefits offered by this job

25 days holiday

Private health insurance (Vitality)

Life insurance

Cash plan

Company pension

Hybrid working

Professional development support

Team socials

Kudos/rewards system

Job summary

Soar is a growth agency for ambitious DTC brands. You will own the commercial and strategic relationship for a pod of accounts, translating growth and paid social performance into client-facing strategy. The role is hybrid with a London head office and remote options.

The position requires a growth strategist or paid social background, P&L ownership, and the ability to drive multi-service growth while guiding the account team. A performance bonus is included.

Qualifications

• Growth strategy or paid social/paid media background — you understand what drives performance, not just how to report on it
• Account leadership experience — you've owned a client relationship commercially, not just delivered against a brief
• P&L ownership — you've had a commercial number you were measured on
• You've held a difficult commercial conversation and the relationship survived it
• Comfortable in front of client leadership as the senior agency voice
• Experience with performance-linked or outcome-based pricing models
• Time spent building forecasting, retention, or NPS mechanisms rather than just reporting on them

Responsibilities

• The commercial performance of your pod — MRR target, retention, multi-service adoption
• The strategic relationship on your top-tier (Gold) accounts, including QBRs and commercial reviews
• Translating paid social/paid media performance into a clear growth narrative clients trust
• Spotting expansion and growth opportunities before the client does, and turning them into a plan
• The difficult commercial conversations — fee changes, scope, performance accountability — handled so the relationship comes out stronger
• Coaching and quality-checking the account team's output against the agency playbook

Job description

Role: Client Success Director/Pod Lead

Function: Client Services | Account Management | Growth Strategy

Responsibility: Own the commercial and strategic relationship for a pod of DTC client accounts, translating growth and paid social performance into client-facing strategy

Reports to: Director of Growth

Location: Hybrid/flexible - London Head Office and working-from-home options

Compensation: £70,000 – £85,000, plus performance bonus

About Us:

Soar is a growth agency for ambitious DTC brands. We hold ourselves to one bar: create gold-standard outcomes to make more money for the clients we work with. We work in an environment of high-performing growth marketers, creative strategists, paid search specialists, and account leaders inside a structure built specifically for the operators who carry the relationship.

We are in the middle of a structural transformation of how we deliver. Pods replace project teams and account leadership becomes a commercial discipline. We are building a Client Services function that helps us continue to deliver on our mission – and the Account Director is the role that brings the standard to life inside the pod.

You're the commercial and strategic lead on your pod — the person who connects what's happening in a client's paid media performance to what's happening in their business, and the senior voice clients call when they want a point of view, not just a status update.

This role suits someone who's come up through growth strategy or paid social/paid media, and now wants to own the client relationship and commercial number rather than just the channel. You'll bring a strategist's read on performance to the table, but your day-to-day is account leadership: the P&L, the relationship, the team.

What you'll own

• The commercial performance of your pod — MRR target, retention, multi-service adoption
• The strategic relationship on your top-tier (Gold) accounts, including QBRs and commercial reviews
• Translating paid social/paid media performance into a clear growth narrative clients trust
• Spotting expansion and growth opportunities before the client does, and turning them into a plan
• The difficult commercial conversations — fee changes, scope, performance accountability — handled so the relationship comes out stronger
• Coaching and quality-checking the account team's output against the agency playbook

What you'll bring

Required:

• A growth strategy or paid social/paid media background — you understand what drives performance, not just how to report on it
• Account leadership experience — you've owned a client relationship commercially, not just delivered against a brief
• P&L ownership — you've had a commercial number you were measured on
• You've held a difficult commercial conversation and the relationship survived it
• Comfortable in front of client leadership as the senior agency voice

Nice to have:

• Experience with performance-linked or outcome-based pricing models
• Time spent building forecasting, retention, or NPS mechanisms rather than just reporting on them

Why Join

• 25 days holiday plus public holidays, an extra paid day off on your birthday, and an additional day per year after 2 years' service (up to 30 days)
• Private health insurance (Vitality) and 50% off gym memberships
• Life insurance including unlimited 24/7 GP access
• Cash plan claim back dental, eye care, physiotherapy and counselling costs
• Company pension
• Hybrid working, plus the option to work abroad for up to 30 days at a time
• Professional development support
• Regular team socials and a peer-to-peer kudos/rewards system