Client Success & Delivery Lead

Job description

The Role: We are hiring a client-facing delivery leader who can take real ownership of assigned accounts and reduce the need for senior leaders to recover meetings, chase updates, or reconstruct delivery status. This is the immediate priority role. It is not a coordinator-only position. The successful candidate will own the client relationship, meeting flow, delivery control, and early escalation of risks. Responsibilities: Client Relationship and Meeting Leadership Act as the primary day-to-day contact for assigned clients and build trust through clear, proactive communication. Prepare and lead client meetings with a clear agenda, business context, recommendations, decisions, owners, and next steps. Manage difficult conversations involving performance, scope, timelines, budget, and expectations in confident, plain English. Send or approve accurate client follow-up communications within the agreed service standard. Delivery and Scope Control Translate strategy into practical weekly delivery plans with clear owners, deadlines, dependencies, and definitions of done. Maintain accurate account information, tasks, decisions, risks, and follow-ups in Basecamp. Coordinate specialists and contractors across paid media, creative, websites, SEO, email, analytics, automation, and related work. Identify scope creep before work begins and explain the impact on cost, workload, priorities, and delivery time. Escalate pricing, contractual, and material delivery risks with a clear recommendation. Strategic Judgment and Quality Turn performance data and specialist input into clear commercial recommendations rather than only reporting activity. Distinguish confirmed facts from assumptions, unresolved questions, and unapproved ideas. Verify client-facing reports, presentations, recommendations, claims, links, scope, and timelines before delivery. Use AI daily for research, briefs, reporting, meeting preparation, documentation, and QA, while independently checking the final output. Requirements: Proven experience leading US-client meetings in a digital marketing agency, consultancy, or similar client-service environment. Excellent spoken and written English, with the confidence to communicate clearly with business owners and senior stakeholders. Strong project and account-management discipline across several concurrent accounts. Working knowledge of paid media, SEO, websites, email marketing, CRO, analytics, reporting, and common delivery dependencies. Comfortable making and defending recommendations, controlling scope, and escalating issues early. Experienced in managing specialists and external contractors without needing to execute every technical task personally. Proactive, organized, commercially aware, and comfortable in a fast-moving environment.