About ORRJO
ORRJO is a high-performance B2B lead generation, social media, and content creation agency with ambitious growth plans for 2026 and beyond. We support organisations across their full commercial transformation journey - from scaling startups to global enterprises.
We believe long-term growth comes from strong partnerships, clarity in communication, and delivering measurable value. As we scale internationally, client confidence, retention, and experience are mission-critical.
The Role
We are hiring a senior client-facing leader to fully own post-sale client relationships at ORRJO.
This role sits at the heart of the business. You will be the primary point of contact for a portfolio of B2B clients, responsible for client confidence, clarity, retention, and long-term growth - without reliance on senior leadership being involved in day-to-day communication.
This is not a junior account role, not a delivery or execution role, and not a project admin position.
It is a senior role built on ownership, judgement, and trust.
You will manage client communication end-to-end, translate feedback into internal action, surface risks early, and ensure clients always understand what’s happening, why it matters, and what comes next.
There is a clear progression path as the business scales, with the opportunity to shape client success strategy, processes, and team structure.
Key Responsibilities
Client Relationship Ownership
* Act as the primary point of contact for a diverse portfolio of B2B clients across multiple industries and regions
* Run all client-facing meetings including onboarding handovers, bi-weekly check-ins, QBRs, renewals, and escalation conversations.
* Set and manage expectations clearly, and reset them confidently when needed.
* Communicate progress, wins, blockers, risks, and next steps with clarity and honesty.
* Follow up all client calls with clear written summaries, actions, and ownership.
Client Health, Retention & Growth
* Own client health and retention metrics.
* Proactively identify at-risk accounts and implement recovery plans early.
* Lead renewals and retention conversations, ensuring clients clearly understand ROI and ongoing value.
* Reduce escalations by addressing issues before they become problems.
* Gather and interpret client feedback to continuously improve the client experience.
Internal Coordination & Alignment
* Translate client needs, feedback, and sentiment into clear internal actions.
* Partner closely with Sales to ensure smooth handovers and aligned expectations.
* Coordinate with Lead Gen, Marketing, Content, and Operations teams to ensure delivery is aligned with client priorities.
* Flag risks, delivery concerns, or expectation gaps early to leadership.
* Help build scalable playbooks, onboarding processes, and communication standards as the business grows.
Reporting & Insight
* Present performance in context, explaining what results mean, not just reporting numbers.
* Deliver structured weekly or periodic client updates.
* Contribute to client health dashboards, retention forecasts, and strategic insights for leadership.
* Report on client trends, risks, and opportunities during quarterly reviews.
Leadership & Growth Contribution
* Support the development of a world-class client experience function.
* Mentor and support junior team members as the department expands.
* Play an active role in shaping how ORRJO scales client services internationally.
What This Role Is Not
* Not a delivery or execution role
* Not a project admin role
* Not a junior account management position
This role exists so clients feel confident, informed, and supported
What Success Looks Like
* Clients feel confident, informed, and in control
* Expectations are clear internally and externally
* Escalations decrease rather than increase
* Client churn is low, predictable, and well-managed
About You
* 3+ years’ experience in senior client services, client success, account management, or client partner roles within B2B agencies, SaaS, lead generation, marketing, or content environments.
* Proven experience managing mid-to-large client accounts and owning retention.
* Confident leading senior-level client conversations, including difficult or corrective discussions.
* Strong communicator (verbal and written) who brings clarity to complex topics.
* Highly organised, with the ability to manage multiple clients and stakeholders simultaneously.
* Analytical mindset - comfortable interpreting campaign performance, lead quality, and engagement metrics.
* Tech-savvy and comfortable with CRMs, dashboards, and modern collaboration tools.
* Autonomous, trustworthy, and comfortable operating without micromanagement.
* Client-first, calm under pressure, and focused on long-term partnerships.
Benefits:
* Competitive salary + uncapped performance bonus
* Flexible working (from our Glasgow Office)
* Regular company meet-ups & team building
* 30 Days holiday