Soar With Us
Client Success Director
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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
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.
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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
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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 us
- 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
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