Senior Client Services Manager - ORRJO in Glasgow

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. It is not a junior account role, not a delivery or execution role, nor 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.

• 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.

• 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.

• 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.

• 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 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.