Agency client retention: how to grow accounts with Jo Rogers

In this episode of Lifestyle is a Plan, I’m joined by Jo Rogers, founder of Client Success Matters.

Jo brings more than 20 years of agency and client-side experience, helping agencies strengthen client relationships, retain and grow accounts, and build high-performing Client Services teams.

Over her career, Jo has led the growth of major independent agencies, built Client Services departments from scratch, and helped agencies transform client service from a reactive function into a genuine growth driver. Today, through consultancy, mentoring and training, she helps agencies and Client Services leaders become more proactive, commercial and confident in how they manage client relationships.

Now, before you think this episode isn’t for you because you don’t have dedicated account managers, stick with me.

The reality is that many lifestyle agencies don’t have a Client Services team. Often the founder is doing the account management, or team members are balancing delivery work alongside client relationships. The great news is that Jo has tailored her advice specifically for those situations.

One statistic really stood out to me:

Your client only has around 8% of their working week to spend with you. What are you doing with that time?

What you’ll discover in this episode:

The first things to consider before designing a client success process
What a great onboarding experience actually looks like
How to demonstrate consistent value and impact to clients
The best way to move from supplier to trusted advisor
How to grow client accounts without over-delivering
Ways to teach your team to spot growth opportunities
How to track client health and proactively reduce churn
Jo’s advice on hiring your first dedicated account manager

If you’re looking to strengthen client relationships, improve retention, or create more growth opportunities within existing accounts, this episode is packed with practical advice you can apply immediately.