Head of Client Success

About the position Our client is a fast-growing organization with about 180–185 employees in the U.S., backed by a strong global presence. Though established for over 10 years, the U.S. business is still in startup mode and scaling rapidly through acquisitions. The culture is entrepreneurial, hands-on, and people-focused, with extensive training and internal support to set leaders up for success. We’re seeking a Head of Client Success who thrives in dynamic, growth-oriented environments. This is not a corporate ivory tower role — the right leader will have contact center or customer operations experience, a track record of building and coaching high-performing teams, and the ability to drive results through KPI-based management, onboarding, and account management. You’ll lead and scale the U.S. Client Success function, balancing process discipline with people development to ensure clients receive best-in-class onboarding, support, and account management. If you’re motivated by building something great rather than just maintaining what’s already there, this is the role for you.

Responsibilities

• Develop and execute a client success strategy that aligns with business goals and supports retention and growth.
• Build, mentor, and coach a team of account managers and onboarding specialists with clear KPIs and structured coaching.
• Drive client onboarding, engagement, and lifecycle management to ensure a seamless experience.
• Partner cross-functionally with sales, marketing, and operations to elevate the client journey.
• Oversee account management and expansion opportunities, balancing proactive support with revenue growth.
• Track performance through metrics (retention, churn, NPS, CLTV) and report results to leadership.
• Optimize processes while maintaining a people-first culture of support and development.

Requirements

• 5–7+ years in client success, account management, or contact center leadership.
• Experience in small-to-mid-size company environments where agility and hands-on leadership are key.
• Proven ability to onboard teams, manage by KPIs, and coach/develop staff for performance and growth.
• Strong background in account management with a balance of strategy and execution.
• Exceptional communication and relationship-building skills with both clients and internal teams.
• Comfortable engaging with C-Suite leaders while also being on the floor coaching your team.
• Passion for people, growth, and building scalable processes in a fast-paced, acquisition-driven company.

Benefits

• Play a pivotal role in shaping the U.S. growth story.
• Join a company with the heart of a startup and the backing of a global leader.
• Thrive in a collaborative environment with training, support, and resources to succeed.

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