Client Success Partner

Every role at CAB exists for one reason: to improve our ability to acquire customers for our clients. Whether your expertise sits in strategy, engineering, activation, operations, or creative, your primary discipline is Customer Acquisition. Your specialist skills are the contribution you make towards that collective objective. We do not operate like a traditional agency made up of separate departments. We function as one integrated acquisition system where every role exists to improve commercial outcomes for our clients.

To protect the integrity of this operating system, every Client Success Partner is expected to develop a deep, practical understanding of Customer Acquisition. While you do not own the acquisition strategy, you are expected to master its principles, language, and commercial mechanics. This shared knowledge empowers you to inject sharp operational intelligence into the wider Direction Loop and confidently uphold CAB's commercial standards.

The Client Success Partner owns the operational success of our clients, serving as the critical engine that drives delivery confidence, relationship protection, and professional management across a diverse portfolio. You are the trusted voice on the ground, orchestrating day-to-day communication, directing project and retainer workflows, and collaborating closely with the wider Direction Loop to ensure flawless execution and high-trust client satisfaction.

As a commercially intelligent partner, you are the front line for retention and renewals. You are empowered to spot account opportunities, defend the commercial relationship, and coordinate growth conversations through the accountable Commercial Performance Director in strict alignment with the agreed strategy, enabling repeat work and high-value account extensions.

You are accountable for ensuring CAB delivers with confidence through operational leadership, commercial governance, and client confidence. That means leading the day-to-day operational relationship, identifying opportunities, and protecting delivery.

• Drive high levels of client satisfaction and trust as the primary operational point of contact and representative for your portfolio.
• Cultivate robust relationship health to secure long-term partnerships and maximise client retention.
• Eliminate communication gaps , ambiguity, and avoidable friction between clients and internal loops through decisive, proactive management.
• Lead and oversee commercial tracking , including quotes, contract administration, forecasting, renewals, and scope coordination.
• Champion agency profitability by ensuring client requests strictly align with agreed priorities, budgets, and scopes.
• Identify operational and commercial opportunities , seamlessly coordinating them into the agreed acquisition strategy managed by the Commercial Performance Director.
• Contribute high-value insight to pitching or new business activity upon request.

• Partner directly with the Flow/Delivery Lead to optimise studio workload, resource allocation, and project timelines from brief to final delivery.
• Own system accuracy , ensuring client requests enter the workflow correctly with total visibility across deliverables, budgets, and client KPIs.
• Anticipate and neutralise operational risks , blockers, or commercial variances well before they impact the client experience.

• Collaborate with Commercial Performance Directors and the wider Direction Loop to move strategic priorities efficiently through the customer acquisition system.
• Maximise senior team efficiency by orchestrating critical meetings, driving action items, handling follow-ups, and maintaining rigorous commercial tracking.
• Drive the execution of the agreed acquisition strategy established by the accountable Commercial Performance Director.
• Act as the guardian of account governance , ensuring all external discussions remain aligned to the agreed acquisition strategy and coordinated through the Commercial Performance Director.
• Protect the integrity of the account by preventing conflicting strategic advice from reaching the client, and decisively escalating situations where governance or strategic accountability is at risk.

To maintain the integrity of our operating model and ensure clear boundaries of accountability, it is important to understand where this role focuses its power:

• An Opportunity Creator, Not a Growth Director: You are not directly accountable for macro commercial growth metrics; this frees you to focus entirely on uncovering opportunities, cultivating account health, and enabling conversations while the Commercial Performance Director owns the final commercial growth outcome.
• An Operational Leader, Not a Traditional Account Owner: Accountability for the overarching client relationship and acquisition strategy remains with the…