Head of Client Success

Company Overview:

At SR&B Advertising, we don't just execute marketing campaigns—we drive serious growth. We're a full-service, omni-channel marketing agency that helps brands achieve measurable growth through performance-driven strategy, creative thinking, and digital expertise. Our small, tight-knit team thrives in a fun, fast-paced, and collaborative environment where strategy and execution live side-by-side.

We're building something special—and now, we're looking for a Head of Client Success to help us evolve how we manage client relationships, deliver strategic value, and scale our operations through structured team development and digital integration.

Role Summary:

The Head of Client Success is a strategic leader and operational owner responsible for ensuring SR&B's clients are growing, engaged, and set up for long-term success. This is not just an account manager role - you'll lead strategic planning, contribute to new business development, and serve as the connective tissue between internal teams, clients, and agency leadership.

You'll also play a key role in designing and implementing a pod-based team structure, working closely with leadership to align people, processes, and platforms around scalable delivery. The ideal candidate is equally comfortable pitching new clients, developing multi-channel strategies, and rolling up their sleeves to drive execution and collaboration across teams.

This is a high-impact, high-accountability role for someone who thrives in a fast-paced agency setting, knows how to manage multiple accounts at scale, and doesn't need handholding.

You'd Be a Great Fit If You Were:

• An Agency Veteran – You have a deep understanding of how agencies operate and can step into this role without extensive training.
• Strategic and commercially minded — you understand how strategy, delivery, and results drive revenue and retention
• Digitally fluent — you know how full-funnel marketing works across Google Ads, Meta, SEO, CRO, email, and more – an omnichannel, growth and performance marketer.
• A team builder and leader — you're great with people, process, and can develop team structures that scale
• A strong communicator — you can lead client conversations, pitch new ideas, and mediate internal execution challenges
• Sales-aware, but not salesy — you enjoy helping close deals, contribute to proposal development, and grow accounts
• Operationally sharp — you think in systems and can help organize delivery models that match client needs
• Client-obsessed — your default mindset is "how do we deliver more value, more efficiently?"

Key Responsibilities:

Client Success & Strategy:

• Take full ownership of client accounts, ensuring exceptional service and measurable results.
• Work cross-functionally with creative, digital, and media teams to execute high-performance campaigns.
• Lead client strategy development and support execution across digital and traditional channels.
• Maintain high client retention and satisfaction by delivering results and consistently exceeding expectations.
• Conduct regular client reviews, performance reporting, and growth planning.
• Help define client KPIs, translate performance into insights, and drive results-based storytelling.
• Serve as the lead strategist in key accounts and act as an internal resource for client growth strategy

Sales Support & Proposal Development

• Collaborate with leadership to support new business opportunities
• Participate in sales discovery, proposal development, pitch delivery, and post-sale onboarding
• Help shape how the agency scopes and prices work to ensure strong delivery and profitability
• Work with creative and media teams to align proposals with real-world execution capabilities

Pod Structure & Team Development

• Collaborate with leadership to design and implement a pod-based delivery model
• Help identify team capacity, workload, and hiring needs based on projected account growth
• Participate in interviews, onboarding, and mentorship of new hires in the account team
• Recommend and refine workflows to support cross-functional alignment across pods (Accounts + Digital + Creative)

Operations, Processes & Vendor Management

• Help optimize use of project management tools like to improve visibility and accountability
• Identify workflow inefficiencies, communication gaps, or delivery risks—and propose improvements
• Manage or liaise with external vendors and partners (e.g., Q1 Media) to ensure integration into campaign strategy
• Participate in internal planning around agency org structure, team allocation, and capacity planning

Qualifications:

Must-Have Experience

• 7+ years of experience in client services, account strategy, or a similar agency leadership role
• Strong understanding of digital marketing channels and how they drive full-funnel performance
• Proven ability to lead strategic planning for B2B and/or B2C clients across multiple verticals
• Hands-on experience collaborating cross-functionally with media, creative, and digital teams
• Experience in developing and delivering proposals, participating in sales meetings, and client onboarding
• Strong understanding of how to build and lead teams—either through direct reports or functional pods
• Excellent communication skills, including leading client meetings, giving presentations, and managing internal alignment

Nice-to-Have Skills

• Familiarity with SEO and CRO concepts and tools
• Experience in hiring, training, or org development at a high-growth agency
• Working knowledge of analytics platforms like Google Analytics, Looker Studio, Supermetrics, etc.
• Past involvement in building or managing vendor relationships in digital or media
• Experience in creating case studies and driving client success documentation

Key Performance Indicators (KPIs)

• Client satisfaction and retention rate
• Account revenue growth (expansion / upsell opportunities)
• Contribution to new business wins
• Development and implementation of pod structure
• Internal team efficiency and feedback
• Number of case studies developed with measurable results

Compensation & Benefits

• Comprehensive Benefits Package including competitive compensation, health insurance, 401(k) with company match, paid time off and holidays, and professional development support
• Schedule: Monday–Friday, 9am–5pm ET

Why SR&B?

We're a full-funnel agency with a strong foundation and serious momentum. Our people thrive because we give them the freedom to own their work and the tools to do it well. If you're looking for fun work, fast growth, and a seat at the table in a growing digital department, this is the opportunity.