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For Companies At a Glance
- Tasks: Lead client success and retention, ensuring clarity and confidence in delivery.
- Company: Join Frank Marketing, an award-winning agency transforming property marketing.
- Benefits: Competitive salary, hybrid working, and the chance to shape a growing team.
- Why this job: Be a senior leader influencing client relationships and business growth.
- Qualifications: Significant experience in client leadership within marketing or professional services.
- Other info: Opportunity to work with ambitious founders and make a real impact.
The predicted salary is between 55000 - 65000 £ per year.
Location: Aberford Road, Wakefield, with hybrid working
Hours: 37.5 hours per week
Salary: £55,000 to £65,000 starting salary, with further potential based on growth.
About Frank
We are Frank Marketing. The property marketing experts. We specialise in helping estate and letting agents, and suppliers to the sector, grow their market share and drive results through brilliant, straightforward marketing that actually works. We blend strategy, creativity, proptech, AI and data to deliver full-mix marketing for some of the UK’s most ambitious property brands. In 2025 we were named UK Marketing Agency of the Year for the property sector – so when you join Frank, you’re joining a nationally recognised, award-winning team that’s trusted by property brands across the country. We are now at a pivotal stage of growth. Demand is strong. Our client base is growing. To scale properly and protect quality, we are strengthening our senior leadership team.
About the Role
We are looking for a Head of Customer Success to take senior ownership of client success, retention and delivery confidence across Frank’s retained client base. This role exists to ensure every client receives consistent, confident delivery that turns agreed strategy into results, protects long term relationships and removes dependency on founder involvement in day-to-day delivery. This is not an account management role. It is not a delivery role. It is not a technical or digital execution role. It is a senior leadership role about ownership, clarity and outcomes.
What You’ll Be Doing
- Client success and retention
- Own overall client satisfaction and retention across all retained clients
- Act as the senior escalation point for client concerns and risks
- Build trusted relationships with senior client stakeholders
- Ensure clients feel clarity, momentum and confidence at all times
- Ensure activity aligns to objectives and commercial outcomes
- Challenge activity that does not support agreed goals
- Keep delivery focused, prioritised and effective as client numbers grow
- Lead monthly and quarterly client review meetings
- Clearly communicate performance, progress and next steps
- Manage expectation resets and difficult conversations when required
- Be the calm, confident senior voice clients trust
Delivery standards and consistency
- Define what great delivery looks like within a Frank retainer
- Ensure consistency across all clients today and at future scale
- Spot delivery risk early and resolve it decisively
- Create visibility and structure across the client base
Commercial ownership
- Understand client value and performance
- Protect margin through clear scope and expectation management
- Identify organic growth opportunities through strong performance
- Support commercial confidence across the client portfolio
What This Role Does Not Own
This role does not own technical or channel delivery. Explicitly out of scope are:
- Digital platforms and systems
- Channel optimisation and execution
- Day to day campaign execution
Those areas remain with Digital leadership and specialist teams.
Our Ideal Team Member
This is a senior role and requires senior experience. You are likely to bring:
- Significant experience in client leadership within a marketing or professional services environment, ideally within a marketing agency
- A strong background in managing retained client relationships at a senior level
- Proven ability to handle complex client conversations with confidence and empathy
- Commercial awareness and experience managing scope, value and retention
- Experience working closely with delivery teams without owning execution
- Confidence operating at leadership level with founders and directors
- Agency experience is strongly preferred. Property sector experience is helpful but not essential.
The Type of Person We’re Looking For
You will be:
- Calm, structured and confident under pressure
- Clear and direct in your communication
- Commercially minded and outcomes focused
- Trusted by clients and respected by teams
- Comfortable owning responsibility and making decisions
- Motivated by building long term client success, not firefighting
You will care deeply about quality, reputation and doing things properly.
Why Work With Frank
- You will join an award winning, property specialist agency at a defining growth stage
- You will operate as a true senior leader, not a buffer or middle manager
- You will have genuine influence over how the business scales
- You will work with ambitious founders who value clarity and ownership
- You will help shape a business that values long term partnerships over short term wins
How to Apply
If this sounds like you, send your CV and a short cover note to peter@wearefrankmarketing.com or apply here on LinkedIn.
Head of Customer Success in Wakefield employer: Frank Marketing Agency
Contact Detail:
Frank Marketing Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in Wakefield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. This way, we can show them how you can add value and fit right into their culture.
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect fit for the Head of Customer Success role. Highlight your experience in client leadership and how you can drive results without getting bogged down in the nitty-gritty.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows that you’re genuinely interested in the position and the company.
We think you need these skills to ace Head of Customer Success in Wakefield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Success role. Highlight your client leadership experience and any relevant achievements in marketing or professional services.
Craft a Compelling Cover Note: Your cover note is your chance to shine! Keep it concise but impactful. Explain why you’re the perfect fit for Frank and how your background can help drive client success and retention.
Showcase Your Leadership Style: In your application, emphasise your calm and structured approach to client relationships. We want to see how you handle complex conversations and build trust with clients at a senior level.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Frank Marketing Agency
✨Know Your Stuff
Before the interview, dive deep into Frank Marketing's ethos and recent projects. Understand their approach to client success and how they blend strategy with creativity. This will help you speak confidently about how your experience aligns with their goals.
✨Showcase Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing client relationships. Be ready to discuss how you've handled complex conversations and built trust with senior stakeholders in previous roles.
✨Be Commercially Savvy
Brush up on your commercial awareness. Think about how you've managed scope and retention in past positions. Be prepared to discuss how you can protect margins and identify growth opportunities for Frank’s client portfolio.
✨Communicate Clearly
Practice articulating your thoughts clearly and directly. Since this role requires calm and structured communication, consider doing mock interviews with a friend to refine your delivery and ensure you come across as confident and composed.
