Agencies live or die on leverage: how many clients one operator can run well. This playbook covers the structure that lets one person oversee a dozen tenants without losing the thread on any of them.
One workspace per client, isolated
Each client is a tenant with its own policy, its own kill switch, and hard data isolation. Nothing crosses the boundary — a decision in one store can't read or affect another.
Map roles to accountability
- Agency operator — sets policy, holds the master view, routes escalations.
- Per-client kill switch — held by the account lead responsible for that client.
- Client read access — the brand sees its own decision_log, nothing else.
The renewal-winning audit pack
The decision_log makes the quarterly business review write itself. Export the client's rows: every action, every reversal, every gate that protected them. Walking a client through their own auditable history is the most durable renewal argument there is.
You don't renew on a deck. You renew on a log the client can read themselves.