Client Success
The best client relationships are built on trust, insight, and strategy.
Enhanced by AI
Staying ahead requires more than intuition.
Powered by People
After all, everything happens in relationship.
ClientEdge blends human relationship expertise with AI-driven insights to help businesses using our tried and tested SERG system to engage, retain, and grow clients with clarity and confidence.
Why ClientEdge?
Why Client Edge?
"We exist because everything happens in relationship.
Not in transactions. Not in decks. Not in dashboards.
In trust. In truth. In human connection."
Matt Ward, Founder
I started ClientEdge because I’ve lived the chaos from both sides, as a client, an agency leader, and a psychotherapist trained to understand what makes relationships thrive.
Over 30 years in client leadership, I’ve watched brilliant agencies lose great clients — not because they lacked ideas, but because they lacked follow-through. Again and again, I saw the same pattern: big promises, broken processes, shallow relationships. It frustrated me.
I created ClientEdge to change this.
Because when client relationships are strong, everything works better — retention, results, revenue. That belief is what drives me. I built ClientEdge to prove that a client-centric agency isn’t a nice-to-have — it’s a competitive advantage.
We're not a consultancy. We're your execution partner — built for the agency leaders who are tired of firefighting and ready to build something enduring.
We embed expert client leadership practices, relational thinking, and intelligent AI to help you create a client success engine — not just a service team. One that drives growth, loyalty, and real commercial value.
We bring three things to the table:
Fractional Client Leadership
Operating as your Chief Client Officer — in mindset and outcome. From relationship audits to retention strategy to board-level reporting, leading strategic client success like your future depends on it (because it does).
The EDGE Cycle
Our agile delivery model blends insight with sprint-based action. No theory. No bloat. Just strategic momentum, one sprint at a time.
Ai Workflow Optimisation
We embed AI where it matters. From prompt bibles to automated client advice using our proprietary EdgeGenie platform, we free your team to focus on what humans do best: build trust, solve problems, and lead with empathy.
Everything we do is rooted in real relationships, backed by data, and focused on growth.
We're here to transform the way your agency leads clients — and make it stick.
You're Great at Winning Clients.
Keeping and growing them Is the hard part. Here's why…
1
Market Pressures
Economic volatility creates increased budget scrutiny and stakeholder turnover.
2
Lack of Structured Insight
Account teams work hard but lack structured insight into relationship health.
3
Missed Opportunities
Growth opportunities are missed because engagement isn't measured.
4
Time Constraints
Manual processes slow everything down, leaving less time for strategy.
5
Disengagement Risk
Clients disengage before you realise they're at risk.
📊 "80% of B2B buyers will switch suppliers if engagement feels transactional." – Harvard Business Review
"Client relationships are human at their core - ClientEdge can make them stronger, more predictable, and more profitable."
The perfect blend of human strategy enhanced with AI driven Insight
Human-Led Relationship Expertise
Proven strategies based on relational psychology and business trust frameworks.
AI-Powered Insight & Structure
Data-driven engagement to support predictive retention, and growth strategies supported by Kaizan OS.
Proactive and Agile EDGE Cycle System
Spot early risk warning signs, strengthen relationships, and pro-actively identify opportunities.
Smarter, More Efficient Account Teams
Freeing up time for deeper client conversations, not admin tasks.
Everything happens in relationship.
Human connection. AI precision. Predictable results
The ClientEdge System
Built for agency leaders who want execution, not just advice.
Diagnose & Design
Uncover gaps. Build the roadmap.
We audit your current client engagement, retention, risk, and growth operations — blending relational theory with hard data.
Outcome:
✔ Tailored Client Leadership roadmap
✔ Relationship + process audit
✔ EDGE Cycle Sprint Plan with immediate actions
✔ Embedded fractional CCO to lead execution grounded in relational theory.
Automate & Augment
Bring in AI to scale what works.
We identify where AI can improve workflow, speed, and insight — without losing the human touch.
Outcome:
✔ Client workflow automation & prompt bibles
✔ Custom GPTs trained on your language & playbook
✔ Ai Adoption sprints to encourage your team
✔ AI powered systems to provide relational, actionable insights.
Optimise & Scale
Run it like a Chief Client Officer.
We handle execution, reporting and strategic leadership — like your in-house CCO would.
Outcome:
✔ Client success ops embedded in delivery.
✔ NPS, CSAT, retention, and growth tracking
✔ Board-level reporting & insight
✔ Continuous EDGE Cycle execution cycles tailored to your business
Client Success. Delivered.
EdgeGenie
A proprietary app to provide instant client strategic advice, optional audio transcribed meeting notes, summaries and insights.
Key Client Relationship Working
Fractional Chief Client Officer can act as escalation point, development lead and trouble-shooter.
Pay when you need it.
AI Adoption frameworks
Need to get your team on the same page? we can help with proven AI adoption frameworks and implementation support.
Custom prompt bibles
Comprehensive guides for crafting effective Ai prompts tailored to your specific needs
Ai is all about how you ask the question, we can help you improve your results.
EDGE Cycle Workflow
Agile sprint methodology led by our Fractional Client Expert to maintain traction towards your goals.
Human led, powered by Ai.
Custom GPT's
Specialised AI assistants designed for your unique business requirements - all ChatGPT based so no expensive coding required.
Ready to strengthen and scale the relationships that fuel your agency?
Book a Discovery Call
30-minute strategy session to explore your client success needs
Get a Custom Proposal
Receive a tailored client success plan specific to your business
Start Your Journey
Begin implementing structured, scalable client success strategies
Let's make client success structured, scalable, and predictable—without losing the human touch.