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About the Role
The Client Success Director/Pod Lead is responsible for owning the commercial and strategic relationship for a pod of DTC client accounts, translating growth and paid social performance into client-facing strategy. This role serves as the commercial and strategic lead, connecting media performance to business objectives and acting as the senior client voice.
Responsibilities
- Own the commercial performance of your pod, including MRR target, retention, and multi-service adoption.
- Manage the strategic relationship for top-tier (Gold) accounts, including QBRs and commercial reviews.
- Translate paid social/paid media performance into a clear growth narrative for clients.
- Identify and capitalize on expansion and growth opportunities for clients.
- Handle difficult commercial conversations, such as fee changes and scope adjustments, to strengthen client relationships.
- Coach and ensure the quality of the account team's output against the agency playbook.
Requirements
- A growth strategy or paid social/paid media background with an understanding of performance drivers.
- Account leadership experience with commercial client relationship ownership.
- P&L ownership experience.
- Experience handling difficult commercial conversations successfully.
- Comfortable acting as the senior agency voice in front of client leadership.
- Experience with performance-linked or outcome-based pricing models (nice to have).
- Experience building forecasting, retention, or NPS mechanisms (nice to have).
Skills
- Growth Strategy
- Paid Social
- Paid Media
- Account Management
- Commercial Strategy
- Client Relationship Management
- P&L Ownership
- Team Leadership
Location
- London Head Office
- Hybrid/flexible
Work Type
- Hybrid
- Flexible
- Full-time
Experience Level
- Senior
Salary/Compensations
- £70,000 – £85,000
- Performance bonus
Benefits
- 25 days holiday plus public holidays
- Extra paid day off on your birthday
- Additional day per year after 2 years' service (up to 30 days)
- Private health insurance (Vitality)
- 50% off gym memberships
- Life insurance
- Unlimited 24/7 GP access
- Cash plan for dental, eye care, physiotherapy, and counselling costs
- Company pension
- Option to work abroad for up to 30 days at a time
- Professional development support
- Regular team socials
- Peer-to-peer kudos/rewards system
About the Company
- Soar is a growth agency for ambitious DTC brands.
- The agency focuses on creating gold-standard outcomes to increase client revenue.
- It operates in an environment with high-performing growth marketers, creative strategists, paid search specialists, and account leaders.
- The company structure is designed for operators who manage client relationships.