From Client Churn to a Successful Agency Exit

Breaking the Cycle of Client Churn

Ryan Redding founded Levergy in 2016 and grew the digital marketing agency into a strong business. However, one persistent issue stood in the way of long-term growth: unwanted client churn.

Before hiring Karl, Levergy had tried multiple approaches to reduce turnover—restructuring the team, hiring new team members, and adopting the EOS business framework—but client retention remained a challenge.

Ryan asked his network for referrals. Based on Sakas & Company’s experience solving complex business problems for agencies, a trusted peer recommended Karl. Ryan hired Karl in 2023 to diagnose and address the churn issue, hoping to gain fresh insights and a more sustainable path forward.

Building a Stronger Agency by Redefining Key Roles

From the outset, Karl reframed the challenge. He encouraged Levergy to think beyond churn by upgrading the broader client experience. One of Karl’s key insights was that the agency needed a key role.

Rather than adding front-line account managers to put out fires, Levergy needed a leader dedicated to retention and long-term relationships: a Director of Client Experience.

“Karl helped us reframe the nature of the role and the skill set we were looking for to find someone who fit,” Ryan shared. “We thought we needed a Senior Client Success Manager. Karl helped us rethink it as a director-level role, where their primary focus was on the client experience itself.“

Karl’s deep understanding of the agency world and EOS made his guidance even more impactful. Karl’s approach went beyond providing solutions; he helped the team see new opportunities. He provided practical recommendations while acting as a sounding board for Ryan as Levergy solved their growing pains.

Transforming Operations to Unlock Long-Term Growth

After implementing Karl’s Agency Growth Diagnostic advice, Levergy successfully hired a Director of Client Experience.

Over time, the new role significantly improved client relationships and created a more stable agency—making Levergy a more attractive business to potential acquirers.

In 2025, Levergy completed a successful exit when KickCharge Creative acquired Ryan’s business. Karl wasn’t directly involved in the M&A transaction but his earlier insights helped create the foundation.

“Karl’s advice gave us better language on how to talk about client experience and churn because, within the agency, those were the big things. That clarity helped shape the agency’s trajectory in ways I couldn’t have anticipated when we first brought him on board,” Ryan explained.

A Leadership Shift and a New Chapter

Beyond strategic insights, Karl’s personal touch left a lasting impression. Whether he sent relevant books, made introductions, or even commissioned a thoughtful painting of the Levergy logo, he made it clear that he genuinely cared.

“It wasn’t just business with Karl. He consistently showed he was invested in our success,” Ryan noted.

Looking back, Ryan sees Karl’s involvement as an essential step in Levergy’s growth.

“Even when we weren’t actively engaged, Karl kept tabs on us. He was always available when we needed further guidance, even popping up to check in when he saw we’d completed the sale.”

The acquisition also marked a personal shift for Ryan. Moving from CEO of Levergy to CMO at KickCharge, his role evolved from managing an entire agency to focusing on high-level marketing initiatives.

“It’s a weird shift,” he noted, “but it’s been a positive one. The stress has changed—I’m still working hard, but I don’t have the weight of the agency on my shoulders in the same way.“

For agency leaders considering working with Karl, Ryan offers direct advice:

“Just do it. You’ll waste more time trying to solve problems on your own.”

Are you struggling with roadblocks to growing your agency? Contact us to see how the Agency Growth Diagnostic can help you reach your next chapter faster, more smoothly, and more profitably than on your own.