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For Companies At a Glance
- Tasks: Own client relationships, ensuring confidence and clarity for B2B clients across various industries.
- Company: Join ORRJOORR, a high-performance agency with ambitious growth plans.
- Benefits: Competitive salary, uncapped bonuses, flexible working, and 30 days holiday.
- Why this job: Shape client success strategies and make a real impact in a growing agency.
- Qualifications: 3+ years in senior client services or account management roles, strong communication skills.
- Other info: Opportunity to mentor junior team members and contribute to a world-class client experience.
The predicted salary is between 43200 - 72000 £ per year.
About ORRJOORRJO 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
Senior Client Services Manager employer: ORRJO
Contact Detail:
ORRJO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client Services Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Practice common interview questions and come up with examples that showcase your skills in client management and relationship building.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining us at ORRJO. It shows initiative and gives you a better chance of standing out in the crowd.
We think you need these skills to ace Senior Client Services Manager
Some tips for your application 🫡
Showcase Your Experience: Make sure to highlight your relevant experience in senior client services or account management. We want to see how you've successfully managed client relationships and driven retention in previous roles.
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language to explain your achievements and how they relate to the role. We appreciate honesty and directness, so don’t hold back!
Tailor Your Application: Take a moment to customise your application for us at ORRJO. Mention specific aspects of our job description that resonate with you and how your skills align with our mission of delivering measurable value.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at ORRJO!
How to prepare for a job interview at ORRJO
✨Know Your Clients
Before the interview, research ORRJOORR and its client portfolio. Understand their industries, challenges, and successes. This will help you demonstrate your ability to manage client relationships effectively and show that you're genuinely interested in their business.
✨Showcase Your Communication Skills
Prepare to discuss how you've successfully communicated with clients in the past. Use specific examples where you set clear expectations, handled difficult conversations, or translated complex feedback into actionable insights. This is crucial for a role focused on client confidence and clarity.
✨Demonstrate Proactive Problem-Solving
Think of instances where you identified at-risk accounts and implemented recovery plans. Be ready to share these stories during the interview to highlight your analytical mindset and ability to reduce escalations before they become issues.
✨Align with Their Growth Vision
Familiarise yourself with ORRJOORR's ambitious growth plans for 2026 and beyond. Discuss how your experience can contribute to shaping client success strategies and processes as the company scales. Showing alignment with their vision will set you apart as a candidate who is not just looking for a job, but is invested in their future.
