NOTES FROM THE AGENCY SIDE
Better client relationships.
Less guesswork.
Account management and customer success for B2B agencies. Practical answers to the problems that come up between delivery, client conversations, and renewal.
Pick the problem you want to solve
Start with the founder playbook, or go straight to a practical guide.
ACCOUNT TEAM ROLES
Client partner vs account manager vs CSM: who owns what?
Compare client partners, account managers, customer success managers, and account executives. Use a simple ownership map for your B2B agency.
Read the guide ↗PRICING ACCOUNT MANAGEMENT
How to bill for account management without surprise fees
How agencies can price account-management time: compare an inclusive retainer, a visible governance fee, and an agreed allowance with a cost example.
Read the guide ↗DELIVERY & ACCOUNT OWNERSHIP
Should you assign a PM to a client account? Product vs project roles
When to assign project or product managers to B2B client accounts. Define decision rights, avoid roadmap promises, and test a bounded ownership model.
Read the guide ↗AGENCY SALES & GROWTH
A B2B agency go-to-market plan for a more consistent sales pipeline
Build a practical B2B agency go-to-market strategy: pick a client problem, diagnose the sales bottleneck, test one channel, and track profitable work won.
Read the guide ↗FOUNDER PLAYBOOK
The simple account management system behind our 110-person agency
How a simple spreadsheet helped our software agency manage existing clients: quarterly touchpoints, clear owners, useful contributions, and weekly follow-through.
Read the guide ↗CLIENT RETENTION
How to reduce B2B client churn: a weekly retention routine
Practical B2B client retention strategies for agencies: spot relationship risk, talk to the right people, and follow through with a weekly action plan.
Read the guide ↗ACCOUNT EXPANSION
B2B account expansion: grow agency clients without pushing an upsell
B2B account expansion strategies for agencies: find the next client problem, build a business case, and scope a useful pilot before proposing more work.
Read the guide ↗AGENCY PROFITABILITY
Improve agency profit margins: rates, scope, and delivery quality
Improve agency profit margins with account-level cost visibility, clearer scope, less rework, and practical scripts for pricing and change conversations.
Read the guide ↗RETAINERS & STABILITY
Project to retainer: make B2B agency revenue more predictable
How to transition agency clients to retainers: confirm a recurring need, define capacity and boundaries, and review whether the agreement still creates value.
Read the guide ↗CLIENT EXPERIENCE
B2B client onboarding: a practical first-90-days checklist
B2B client onboarding best practices for agencies: agree success, map decision makers, set working rules, and close the feedback loop in the first 90 days.
Read the guide ↗ACCOUNT PLANS
A simple B2B account management plan template—with examples
A copyable B2B account management plan template for agencies: client goals, stakeholders, 90-day actions, risks, and practical retention and growth examples.
Read the guide ↗CLIENT RELATIONSHIPS
Build B2B client relationships: become useful beyond the status call
Practical B2B client relationship management for agencies: map stakeholders, hold useful conversations, keep promises, and preserve context through handovers.
Read the guide ↗CLIENT REFERRALS
How to ask for B2B referrals: a simple agency playbook
How to ask for B2B referrals without making clients uncomfortable: choose a real win, describe the right introduction, and use a permission-based script.
Read the guide ↗QUARTERLY BUSINESS REVIEWS
What’s crucial for a great QBR?
Two things matter most: show progress against what the client actually cares about, and agree what happens next. A good QBR ends with decisions, owners, and dates—not just a deck.
Read the guide ↗THE EARLY READING LIST
Useful notes for the next client conversation.
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