Client Success & Growth Director

Manchester Digital; Manchester; On-site; GBP 90,000 - 130,000; Full time

Job summary

Manchester Digital is seeking a senior Client Success & Growth Director to own the success, value and commercial development of key client relationships. You will bridge Growth Marketing strategy with client delivery, ensuring outcomes, value and confidence in Revolution as a strategic growth partner.

You will lead executive-level relationships, identify growth opportunities and work with internal teams to turn them into expanded programmes and revenue.

Qualifications

• Extensive agency experience in client leadership and growth
• Proven ability to manage senior stakeholders and complex accounts
• Strong strategic and commercial mindset with growth focus

Responsibilities

• Take ownership of day-to-day relationship with key clients and strategic accounts.
• Build trusted relationships with senior client stakeholders.
• Develop deep understanding of each client’s business and priorities.
• Ensure clients feel listened to and confident Revolution is a strategic growth partner.
• Lead senior client conversations around priorities and outcomes.
• Own customer success across your portfolio with defined objectives and KPIs.
• Identify where clients are not achieving outcomes and implement corrective actions.
• Challenge internal teams and clients constructively to improve delivery.
• Act as the link between client and strategy/delivery teams.
• Maintain visibility of campaign progress and risks.
• Ensure commitments are understood and reflected in delivery priorities.
• Maintain oversight of milestones and dependencies.
• Ensure updates are communicated when priorities change.
• Maintain KPI framework and reporting that explains impact.
• Turn results into senior-level conversations about business impact.
• Identify emerging performance concerns and implement improvement plans.
• Align client expectations with strategy, scope, investment and data.
• Grow commercial value of existing client relationships.
• Identify additional opportunities and shape solutions with internal teams.
• Develop longer-term strategic engagements.
• Build relationships with additional stakeholders to expand Revolution’s reach.
• Develop partnerships with Growth Marketing Team Leader.
• Represent client voice internally and Revolution’s interests externally.
• Provide feedback on client experience and processes.
• Identify recurring issues and help develop better processes.

Job description

The Role

As Client Success & Growth Director, you will take ownership of the success, strength and commercial development of Revolution’s key client relationships.

This is a senior client-facing role sitting between Revolution’s growth marketing strategy and delivery teams and the clients we work with. You will be responsible for making sure clients are achieving the outcomes they engaged Revolution to deliver, understand the value we are creating, have complete confidence in the work being delivered and see Revolution as a strategically important growth partner to their business.

You will work closely alongside the Growth Marketing Team Leader, who is responsible for the performance and execution of the Growth Team. While they own how campaigns are delivered, you will own the client relationship, the client outcome and the commercial health of the account.

This is not a hands-on campaign execution role. However, you need to understand growth marketing and agency delivery extremely well. You must be capable of discussing strategy, campaign performance, pipeline generation, KPIs, delivery challenges and opportunities credibly with both senior client stakeholders and Revolution’s internal specialists.

A major part of the role is executive-level relationship management. We want our most important clients to feel understood, valued, supported and confident that somebody senior at Revolution genuinely owns their success. You will build the type of relationships that mean routine client management and escalation does not need to sit with Revolution’s CEO or CTO.

You will also have a clear commercial responsibility. Strong client relationships should lead to longer relationships, deeper partnerships and more opportunities for Revolution to create value. You will be expected to identify those opportunities, develop them with the client and work internally to turn them into additional programmes, campaigns and revenue.

For the right person, this is an opportunity to become one of the most commercially important people in Revolution: owning the relationship between the work we deliver, the results our clients achieve and the growth of our client portfolio.

What You’ll Do

Client Leadership

• Take ownership of the day-to-day relationship with Revolution’s key clients and strategic accounts.
• Build strong, trusted relationships with senior client stakeholders, including marketing leaders, sales leaders, founders, executives and other key decision makers.
• Develop a deep understanding of each client’s business, objectives, commercial priorities, challenges and internal pressures.
• Ensure clients feel listened to, understood, valued and confident in Revolution as a strategic growth partner.
• Lead senior client conversations around priorities, strategy, results, challenges, opportunities and future direction.

Customer Success

• Own customer success across your portfolio and maintain a clear view of what success means for every client.
• Ensure each client has clearly defined objectives, agreed KPIs and a shared understanding of the commercial outcomes Revolution is working towards.
• Maintain an active understanding of campaign and account performance without becoming responsible for executing the campaigns yourself.
• Identify where clients are not achieving expected outcomes and ensure corrective actions are agreed and implemented quickly.
• Challenge both internal teams and clients constructively where actions, decisions, processes or dependencies are preventing success.

Delivery Governance

• Act as the link between the client and Revolution’s strategy and execution teams, ensuring information, priorities and expectations flow effectively in both directions.
• Work closely with the Growth Marketing Team Leader to maintain clear visibility of campaign progress, client priorities, risks and dependencies.
• Ensure commitments made to clients are understood internally, properly scoped and reflected in delivery priorities.
• Maintain oversight of key milestones, deliverables and client dependencies without taking over responsibility for managing the Growth Team itself.
• Ensure clients are kept informed when priorities, dependencies or circumstances change rather than allowing delivery issues to become relationship issues.

KPI Management & Performance

• Maintain a clear understanding of the agreed KPI framework for every client account.
• Ensure clients receive clear, commercially relevant reporting that explains performance, not simply activity.
• Turn campaign results and delivery information into meaningful senior-level conversations about business impact, priorities and next actions.
• Identify emerging performance concerns early and ensure an appropriate improvement plan is put in place.
• Make sure client expectations remain realistic and aligned with agreed strategy, scope, investment and available data.

Account Growth & Development

• Take active responsibility for growing the commercial value of existing client relationships.
• Identify additional client challenges, objectives and opportunities where Revolution can create value.
• Work with internal specialists and senior leadership to shape appropriate solutions, programmes and proposals for identified opportunities.
• Identify opportunities to extend existing campaigns, introduce additional services, expand programmes into new teams or markets and develop longer-term strategic engagements.
• Build relationships with additional stakeholders and business units where appropriate to increase Revolution’s reach within key accounts.

Leadership

• Develop a strong working partnership with the Growth Marketing Team Leader, ensuring client needs and delivery realities remain aligned.
• Represent the voice of the client internally while also representing Revolution’s strategy, standards and commercial interests externally.
• Provide constructive feedback on client experience, account processes, reporting, communication and ways of working.
• Identify recurring issues across accounts and help develop improved processes rather than solving the same problems repeatedly.

About You

You’ll likely be a strong fit if you:

• Have significant agency experience. You understand the realities of managing multiple clients, changing priorities, campaign delivery, scope, deadlines, internal specialists and demanding stakeholders simultaneously.
• Have a strong background in successfully delivering or overseeing marketing activity for a range of clients, even though you are now looking to operate primarily at the client leadership rather than hands-on execution level.
• Have operated in a senior account management, Account Director, Client Services, Customer Success or similar agency position.
• Understand growth marketing, demand generation and pipeline generation well enough to challenge strategy, interpret performance and have credible commercial conversations.
• Are confident discussing KPIs, pipeline, marketing performance, campaign strategy and business outcomes.

It Would Be Helpful If You Also Have

• Experience working with B2B technology, SaaS, cloud, digital transformation or other complex B2B organisations.
• Experience managing integrated growth, demand generation, ABM or pipeline generation programmes.
• Experience working with large or strategically important accounts involving multiple senior stakeholders.
• Experience growing existing agency accounts and identifying cross-sell or expansion opportunities.
• An understanding of CRM, marketing automation, paid media, content, digital channels, outbound and campaign reporting sufficient to engage confidently with specialists across those disciplines.
• Experience managing retained client relationships, scopes of work, budgets and commercial agreements.
• A track record of retaining and expanding significant client accounts.