Sit down with our Client Success Manager, Paddy Daniels

If you’ve ever worked with us, you’d know how much we value our clients. We centre our services around client excellence, meaning we’re always rooting for their success. (We’re not rated 5 stars on TrustPilot for nothing!)

To continue this passion for excellence, we’ve grown our team to include our newest addition, Paddy Daniels, as Client Success Manager. With Paddy on board, we’re even better equipped to listen, adapt and help our client achieve their goals.

Before joining Trio, Paddy worked in the construction industry. While construction and client success might seem worlds apart, the core principles of building strong foundations and managing clients efficiently are incredibly similar.

Let’s hear from Paddy himself on how his experience will help him in his new role.

What does your day-to-day look like?

My day starts with a sock-related consultation from my dog, Willow. She’s very invested in which socks I put on – walking socks raise her hopes, and anything else earns me a solid side-eye but either way we then have a good ‘noggin’ and cuddle. Then she gets a treat and goes back to bed and I head off to Trio HQ.

I’m currently a couple of months into my new role here at Trio, and brand new to the digital marketing world, having come from a background in construction. It’s been a big change, but I’m genuinely enjoying the challenge and learning something new every day.

My mornings usually start with a dose of electrolytes (as I fast until midday), then I catch up on emails and join our daily team huddle. Being new to both the role and the digital marketing world, I’ve been focusing on learning as much as possible by getting involved in a bit of everything. That includes creating and reviewing client satisfaction surveys using Google Forms, supporting internal planning and admin, and helping across the team where needed. I’ve also been learning to manage client products in Google Merchant Centre, design graphics in Canva, and build confidence using Google Sheets for a variety of things like client data tracking and reporting.

Everyone has been really supportive, and it’s been a great way to learn how things work while building confidence in the role. The team has helped me transition from experiencing ‘imposter syndrome’ to feeling a sense of ‘belonging syndrome’.

What drew you to this job?

It was a mix of necessity and opportunity. I’ve had a few fairly rough injuries over the years from football and skiing, including a ruptured Achilles, reconstructed ACL, and osteoarthritis in both knees – and my previous job was only going to get more physically demanding.

I realised I needed to make a change while I still had time to build something new for myself, without risking knee replacements by my early 40s.

I was incredibly fortunate to be given the opportunity to join Trio. My wife, Claire, offered me the chance to start fresh in a completely different industry, and I’ll always be grateful for it. She recognised that my background in the construction industry has instilled a strong work ethic, along with experience in project management, problem-solving, and working closely with a range of people. Combining that with my time in retail banking where I contributed to a team focused on enhancing the customer experience, I developed strong communication skills and a deep appreciation and passion for delivering a high-quality service.

I’ve always enjoyed building strong relationships, which turns out to be a big part of what makes a good Client Success Manager. That belief in me gave me the confidence to make the leap, and I’m fully committed to making it count.

Are there any key lessons you’ve learnt that influence your work today?

One of the biggest values I carry with me is keeping my word. I do what I say I’ll do – or I’ll be honest if something changes. People appreciate clarity, and I believe that kind of openness builds real trust.

I was raised in a female-led household by my mum and sister, with my grandparents playing a significant role as well. That early influence taught me a lot about empathy and emotional awareness. My grandma and I have always shared a similar way of seeing the world – the same dry humour, the same moral compass, and the same sense of loyalty. We still have a laugh now, and at 90 she’s still one of my favourite people to spend time with. One of my favourite memories is watching ‘Jackass Forever’ together, proper tears-down-the-face laughter.

Losing my dad at 18 changed how I see the world. It made me more aware that most people are carrying something, even if they don’t show it. Since then, I’ve tried to approach people with a bit more care and patience. I’m not perfect, but I try to be honest, and I’m never afraid to ask questions or admit when I’ve got something wrong.

What are your top tips for ensuring client success?

For me, it always starts with listening properly. Not just hearing what a client says they want, but understanding what they actually need, where they’re trying to get to, and what success looks like for them. That comes from asking the right questions, being curious, and genuinely caring about the outcome, not just ticking boxes.

Honesty and communication are huge for me. I think it’s better to set realistic expectations from the start and be open if things change along the way. I’m a big believer in under-promising and over-delivering – it builds trust, and trust is what keeps relationships going in the long term.

Reliability is also essential. Clients need to feel like they’re in safe hands and that we’re not just a service provider, but a true extension of their team. That means delivering when we say we will, following up without needing to be chased, and being present and proactive when they need support. It’s the small, consistent actions that build trust and make a real difference over time.

And finally, treat people like people. Everyone’s human. Everyone’s got stuff going on. So, bringing empathy, patience, and treating clients the way you’d want to be treated – that goes a long way. If you focus on building real relationships, the results tend to follow.

It’s the same with the team at Trio: everyone’s brilliant at what they do, and they care for each other. That energy carries straight through to how we support each other and our clients.

What do you enjoy about working with clients?

For me, it’s all about building real relationships. I’ve always believed that if you treat people with honesty, care and consistency, the rest tends to fall into place.

That aligns really well with the culture at Trio; there’s a genuine focus on putting clients first and making sure they feel looked after as individuals, not just as projects.

I strive to reflect that in everything I do, whether it’s through communication, reliability, or simply showing up with the right attitude. Strong relationships turn good work into something lasting, and knowing I’ve played a part in that, even quietly, makes me feel good… about me. A little nod to Jack Nicholson, if you know the film.

How have you found the shift in your career?

It’s been the biggest change in my life and one I’m extremely grateful for. Swapping the world of construction for digital marketing was never part of some grand plan, but it’s turned out to be exactly what I needed. Whilst it’s been full-on, I’m genuinely loving the challenge.

I’m learning something new every day, usually several things before lunch, and it’s been humbling to see how welcoming, supportive and patient the team at Trio has been. There’s been no sense of “sink or swim”, just good people helping me find my feet and encouraging me to bring my ideas to the table.

The overwhelming feeling is gratitude. I’ve been given a real opportunity to grow, learn and be part of something exciting, and I’m determined to make the most of it.