---
title: Client Tiering Framework
type: article
created: '2026-04-05'
updated: '2026-04-05'
source_docs:
- raw/2026-02-17-account-coordinator-1st-round-interview-katie-m-123070840.md
tags:
- client-management
- org-structure
- account-coordinator
- asymmetric
layer: 2
client_source: null
industry_context: null
transferable: true
---

# Client Tiering Framework

Asymmetric classifies clients into three tiers based on a combination of retainer size, growth potential, and project complexity. Tier assignment determines meeting cadence, point-of-contact ownership, and the depth of service engagement.

## Tiering Criteria

Each new client is evaluated by the Owner (Mark) at onboarding against three factors:

1. **Retainer value** — monthly recurring revenue from the client
2. **Growth potential** — projected expansion of scope or spend
3. **Project complexity** — number and type of active workstreams (ads, CRM, Amazon, web, content, etc.)

## Tier Definitions

### Tier 1 — Strategic Accounts
- **Owners:** VP of Strategy + Owner
- **Characteristics:** High-dollar retainers; complex, multi-workstream engagements (e.g., CRM optimization, Amazon inventory management, large ad programs)
- **Meeting cadence:** Managed directly at the leadership level; cadence set case-by-case
- **Notes:** Owner maintains personal rapport with these clients, as he typically closes them during the sales process

### Tier 2 — Mid-Tier Accounts
- **Owner:** Account Coordinator (AC)
- **Characteristics:** Active projects across multiple service lines; meaningful retainer with room to grow
- **Meeting cadence:** Bi-weekly Zoom calls
- **Notes:** This is the primary focus of the [[wiki/roles/account-coordinator|Account Coordinator]] role. The AC serves as the day-to-day point of contact, fields requests, routes work to specialists, and presents deliverables.

### Tier 3 — Foundational Accounts
- **Owner:** Account Coordinator (AC)
- **Characteristics:** Smaller retainers; limited project scope; primarily analytics and performance reporting
- **Meeting cadence:** Monthly calls
- **Notes:** Lower touch but still relationship-managed by the AC. Calls focus on ad performance and website analytics rather than active project delivery.

## Communication Triage by Tier

Regardless of tier, inbound client requests are triaged by the AC using a time-based rule:

| Request Type | Threshold | Handling |
|---|---|---|
| Simple / informational | < 5 minutes to fulfill | AC handles directly (e.g., pulling an ad performance snapshot) |
| Complex / research-required | > 5 minutes | Routed to the relevant specialist |
| Hot issues (errors, complaints) | Any | Escalated to Strategist (Karly) or Owner (Mark) |

The goal is to keep the AC responsive without pulling them into deep specialist work. Acknowledging all requests promptly — even with just an ETA — is a stated expectation of the role.

## Quarterly Success Measurement

Client success is tracked via OKRs (Objectives & Key Results) set at the start of each quarter. Typically three objectives per client, each with measurable key results tied to business outcomes (e.g., *Improve sales efficiency → increase phone call answer rate by 50%*).

Monthly internal reviews check that active tasks are actually aligned to the current quarter's objectives — a guardrail against effort drifting toward low-impact requests.

See also: [[wiki/knowledge/client-management/okr-framework|OKR Framework for Client Success]]

## Related

- [[wiki/roles/account-coordinator|Account Coordinator Role]]
- [[wiki/meetings/2026-02-17-account-coordinator-1st-round-interview-katie-m|AC Interview — Katie Mikulak (Round 1)]]