A note on this document.
This is the complete position description for the Client Success & Operations Partner role at Mint Digital. It covers who we are, what we value, what the role involves, and what success looks like. Read it in full before you apply or interview. If what you read here resonates, we want to hear from you.
Mint Digital is a performance-driven digital marketing agency that builds client acquisition systems across multiple verticals including property, trades, automotive, technology, and professional services. We don't sell leads - we sell qualified conversations. Our proprietary Spearmint Acquisition System controls the entire journey from cold prospect to qualified consultation booked in the client's calendar, and it gets better and cheaper the longer it runs.
Every client gets a purpose-built system: bespoke video ad content, custom landing pages, VSLs, full campaign architecture, AI-powered lead qualification, and back-end nurture sequences - all built from scratch for their market and positioning.
We are currently scaling into the buyers agent vertical as a primary focus, with a capped onboarding model that prioritises quality of service over volume of clients. That standard is non-negotiable, and this role exists to protect it.
The Client Success & Operations Partner is the person who ensures every Mint Digital client receives a consistently excellent experience - from onboarding through to ongoing campaign delivery. This role exists because as the agency grows, the quality of service we provide must grow with it, not in spite of it.
You'll own the day-to-day client relationship: proactive communication, performance reporting, creative coordination, and the operational rhythm that keeps campaigns running smoothly. You are the bridge between the client and the delivery team - making sure nothing falls through the cracks and every client feels genuinely looked after.
Your success is measured by one thing above all else: client retention.
If clients are staying, it's because the service is excellent. This role is the frontline of that standard.
These four values are not aspirational statements. They are the operating code. If you're on this team, you're expected to live them - not occasionally, not when it's convenient - every single day.
Value 01
Genuine Curiosity
The best people on this team are not account managers going through the motions. They are genuinely curious about the person on the other end of the call - their situation, their goals, their frustrations, what they've already tried and why it hasn't worked.
That curiosity changes the conversation completely. You ask better questions. You listen to the answers rather than waiting to pitch. You make clients feel heard and helped, not processed.
Did that client feel genuinely helped by that interaction, regardless of how routine it was?
Value 02
Relentless Discipline
Talent gets you in the room. Discipline keeps you there. The behaviours that separate great operators from everyone else are almost entirely unglamorous. The Loom update sent on time every week. The follow-up actioned when you said it would be. The CRM updated immediately, not at the end of the day.
These are not difficult things. They are consistent things. And consistency is rarer than talent in every operational environment that has ever existed.
Would the founder be able to look at your client accounts, your trackers, and your activity log right now and see a professional at work?
Value 03
Full Ownership
You know your numbers. Not approximately - precisely. Client satisfaction, response times, campaign status, creative pipeline, churn signals. And if any of those are soft, you know which one is the constraint and you have a view on why.
Ownership means you don't wait to be told something is slipping. You see it in your own data first. You bring solutions rather than explanations. You respond to feedback immediately rather than defensively.
If the founder asked you right now why a client seems disengaged, could you answer with data and a plan - not a shrug?
Value 04
Raise the Room
This team wins together or it doesn't win at all. When you find a process that works better, you share it. When you spot a friction point in the client experience, you bring it to the founder with a proposed fix. You're not just executing the system - you're helping to build it.
You celebrate others' wins without reservation. You bring real energy, not a performance of it. You are a net positive to everyone around you, every interaction.
Is this team better at what it does because you are in it?
Client Communication & Relationship Management
- Serve as the primary daily point of contact for all clients via WhatsApp, Slack, and email
- Conduct regular check-ins with clients to provide updates, gather feedback, and maintain strong relationships
- Respond to client messages promptly and keep communication positive, clear, and proactive
- Manage client expectations around timelines, deliverables, and campaign performance
- Identify early signals of client dissatisfaction and escalate or resolve before they become churn risks
- Escalate strategic or sensitive conversations to the founder as needed
Weekly Client Reporting (Loom Updates)
- Record and deliver weekly Loom video updates to each client covering campaign performance, key metrics, and next steps
- Translate ad data into clear, non-technical insights the client can understand and feel confident about
- Proactively highlight wins, address underperformance, and outline the plan for the week ahead
- Use these updates as a touchpoint to reinforce the value of the system and maintain client confidence
Meta Ads Team Liaison
- Liaise with the Meta ads team daily to ensure campaigns are on track and performing to standard
- Relay client feedback, content approvals, and strategic direction to the ads team
- Flag performance concerns or anomalies early so the team can adjust before they become client-facing issues
- Ensure alignment between what the client expects and what the ads team is delivering
Ad Account Management
- Monitor and review client ad accounts daily across Meta Ads Manager
- Set new ads live, pause underperformers, and make routine optimisation adjustments
- Maintain and update internal task trackers for each client
- Troubleshoot and fix automation issues within client ad accounts and connected tools (e.g., Make, GoHighLevel)
- Delegate tasks to team members (e.g., media buyers, assistants) within Meta and related platforms
Creative & Content Coordination
- Coordinate with video editors and content creators - briefing, reviewing, and providing feedback on deliverables
- Manage the flow of creative assets: request footage, review edits, approve or send for revision, and upload final versions
- Write and review ad scripts and copy for client campaigns
- Perform basic video editing in CapCut when needed - trimming clips, adding captions, minor adjustments to get content live quickly without waiting on the editing team
- Track the status of all creative projects and ensure deadlines are met
- Organise and maintain client asset folders in Google Drive
UGC & Creator Management
- Source and manage UGC creators for client campaigns
- Run creator searches, outreach, and onboarding
- Coordinate creator briefs, deliverables, and timelines
- Review creator content and manage feedback loops
Client Onboarding & Setup
- Onboard new clients into Mint Digital's systems: Google Drive, Slack, WhatsApp groups, and relevant tools
- Set up and maintain client workspaces and trackers
- Prepare onboarding questionnaires and gather the information needed to launch campaigns
- Ensure all access, logins, and permissions are configured correctly before work begins
- Make the onboarding experience feel seamless and high-touch - first impressions set the tone for retention
Internal Operations & Fulfilment
- Keep internal project trackers and task lists up to date across all clients
- Follow and maintain SOPs for recurring tasks and flag when processes need updating
- Coordinate across team members (editors, media buyers, contractors) to keep projects moving
- Manage the delivery pipeline - making sure work moves from briefing to live without bottlenecks
- Support the founder with ad-hoc operational tasks as the agency grows
- Experience in digital marketing, media buying, or agency operations
- Strong organisational skills - you can manage multiple clients and deadlines without things slipping
- Excellent written and verbal communication - clear, professional, and positive in tone
- Comfortable recording Loom videos and presenting performance data confidently to clients
- Comfortable working across Meta Ads Manager, Google Workspace, CapCut, and project management tools
- Self-directed and proactive - you don't wait to be told what to do next
- Genuinely curious about client outcomes, not just task completion
- Familiarity with UGC creator sourcing and management is a plus
- Experience with Make or GoHighLevel is a bonus but not required
- Clients feel genuinely looked after and never have to chase for updates
- Weekly Loom updates are delivered on time, every time - and clients look forward to them
- Creative production flows smoothly from brief to live ad without bottlenecks
- Ad accounts are monitored daily and routine tasks are handled without founder involvement
- The Meta ads team has clear direction and timely feedback from the client side
- Early churn signals are identified and addressed before they become cancellations
- Internal systems (Drive, trackers, CRM) are organised, current, and reliable
- Client retention improves quarter on quarter
Base Rate
Contractor day/hourly rate - to be agreed upon engagement.
Quarterly Retention Bonus
This role includes a performance-based bonus tied to client retention. The bonus is designed to reward proactive account management, strong client relationships, and early intervention when issues arise.
How churn is calculated: Clients lost during the quarter ÷ Total clients at the start of the quarter × 100. New clients acquired during the quarter do not offset churn - acquisition and retention are tracked separately.
A client is considered "lost" when they formally cancel their engagement or fail to renew at the end of their contract period. Pauses and downgrades are tracked separately and reviewed on a case-by-case basis.
Tier 1
Baseline
Quarterly churn at or below the established baseline
Tier 2
Strong Retention
Quarterly churn 25%+ below baseline
Tier 3
Zero Churn
No clients lost in the quarter
Note: The first full quarter in this role will be used to establish the baseline churn rate. Bonus tiers will be set relative to that number and tightened progressively as systems and processes mature.
The following is a categorised list of recurring tasks this role will be responsible for, based on a two-week operational audit.
Daily Routines
- Check and respond to client WhatsApp messages
- Check and respond to client Slack messages
- Check email and action anything client-related
- Review internal trackers for outstanding tasks
- Review ad accounts and check campaign performance
- Liaise with Meta ads team on campaign status
Weekly Routines
- Record and send Loom performance updates to each client
- Review creative pipeline and chase any overdue deliverables
- Update internal project trackers and flag blockers
Ad Operations
- Set new ads live for clients
- Manage and update task lists per client
- Troubleshoot and fix client automations (Make, GHL)
- Delegate tasks to team members within Meta
Creative Production
- Message editors with briefs, feedback, and deadlines
- Review video edits and provide revision notes
- Write or review ad scripts and copy
- Perform basic edits in CapCut when needed
- Upload approved creative assets to the correct locations
- Track status of all videos/content in production
Creator & UGC Management
- Search for and reach out to UGC creators
- Onboard creators and manage briefs
- Review creator deliverables and coordinate feedback
Client Meetings & Relationship
- Attend client check-in calls
- Provide status updates and gather feedback
- Identify and act on early churn signals
- Recommend additional services where appropriate
Client Onboarding
- Set up Google Drive folder structure for new clients
- Prepare and send onboarding questionnaires
- Configure access and permissions across all platforms
- Ensure onboarding feels high-touch and seamless
Internal Coordination
- Keep internal project trackers updated
- Coordinate with editors, media buyers, and contractors
- Flag process gaps or SOP improvements to the founder
- Support with ad-hoc operational tasks as needed