About the job
The Company:
ORRJO is a high-performance lead generation, social media, and content creation agency with ambitious growth plans in 2026 and beyond. We are uniquely positioned to help clients on their full commercial transformation journey. We work with ambitious organisations of all sizes; from scaling startups to large global corporate organisations. At ORRJO, we are passionate about building long-term close relationships with our clients to fully understand their growth objectives and ensure we deliver real value for each of them. As a result, we work collaboratively with each client to form a strong partnership, allowing us to support them in each stage of their transformation journey.
The Role:
As a Account Director / Client Success Manager, you will be the primary face of ORRJO for clients post-sale. You will oversee and grow a global portfolio of B2B clients, ensuring strong results, high satisfaction, and long-term retention. This is a management-level role with a clear progression path to Head of Client Success within 12 months.
You will help shape the client success strategy, build scalable processes, and contribute to the foundations of a world-class client experience - requiring both exceptional relationship-building capabilities and strong operational execution.
Key Responsibilities
Client Relationship Management
* Manage a large diverse portfolio of B2B clients across multiple industries and regions, maintaining deep understanding of their goals and the impact of ORRJO’s services.
* Act as the primary point of contact across all communication channels (video/voice, email, Slack/Teams, etc.).
* Lead client calls including onboarding, routine check-ins, QBRs, and escalation meetings.
* Analyse client data and feedback to drive account improvements, strategic recommendations, and measurable growth.
* Build scalable systems, playbooks, and onboarding processes to support rapid business growth.
* Support the hiring, training, and mentoring of junior team members as the department expands.
* Report client performance trends, retention metrics, and account health to leadership, contributing to quarterly strategic reviews.
* Develop a strong understanding of each client’s business, pain points, and success criteria - specifically in lead generation, social media, and content creation contexts.
Internal Coordination
* Translate client needs, feedback, and outcomes into actionable tasks for Sales, Marketing, and Operations.
* Partner with Sales to ensure smooth handovers and aligned expectations between sales and delivery.
* Coordinate with Operations to ensure campaigns, content, and social media outputs are delivered at quality and on time.
* Flag risks, or concerns early to leadership.
Reporting and Insights
* Prepare and deliver structured weekly Friday reports for each client.
* Develop periodic client health dashboards, retention forecasts, and upsell insights.
* Provide leadership with regular updates on client status, risks, opportunities, and strategic observations.
Retention & Growth Focus
* Own the client retention metric: proactively identify at-risk accounts and implement recovery plans.
* Lead the renewal process, ensuring clients clearly understand ROI and remain engaged long-term.
About you:
* 3+ years’ experience in client success, account management, or relationship management within B2B service agencies, marketing/lead-gen firms, SaaS, social media, or content creation environments.
* Proven ability to manage mid-to-large accounts, drive retention, and deliver consistent results.
* Exceptional communication skills (verbal and written), with confidence in leading high-level client conversations and simplifying technical/marketing concepts.
* Strong organisational and project coordination skills, capable of managing multiple clients and stakeholders simultaneously.
* Analytical mindset with experience interpreting performance data (campaign results, lead quality, social metrics) and producing clear, actionable reports.
* Tech-savvy: comfortable with CRM platforms, project-management systems, dashboards, and modern communication tools.
* Strategic thinker with strong operational capability - able to build relationships while ensuring seamless delivery.
* Empathetic, client-first, and motivated to create long-term partnerships supported by measurable value.
Benefits:
* Competitive salary
* Quarterly bonus
* Flexible working (from our Glasgow Office)
* Regular company meet-ups & team building
* 30 Days holiday