About Us
We’re a fast-growing startup, helping brands and agencies succeed in the creator economy. Our platform is evolving quickly — including AI-powered customer support — and we’re looking for a hands-on, senior customer leader to help us retain and grow our most important customers.
The Role
As Head of Client Services, you’ll lead our customer success function and work directly with our most strategic clients. You’ll manage and grow a small but ambitious team (currently 2 CSMs), design and improve how we onboard and support customers, and partner with product/engineering to shape the future of our AI-enabled support.
This role is both strategic and hands-on: you’ll be directly involved in key client relationships while building scalable systems and processes to help us grow.
What You’ll Do
* Own customer retention and expansion, with KPIs around churn reduction and growing average spend per client.
* Lead relationships with our largest customers (brands and agency groups), building trust and identifying opportunities to expand our partnerships.
* Manage and coach the Customer Success team (currently 2 people, scaling up over the next 6–12 months).
* Design and improve onboarding journeys, including self-serve education (videos, playbooks, online help, Intercom-style support).
* Collaborate with engineering and product teams to provide insights and content that power our AI-driven support — both technical and strategic/creative.
* Act as the voice of the customer internally, influencing product roadmap and company strategy.
* Develop scalable processes, reporting, and playbooks for customer success.
What We’re Looking For
* Senior-level experience in customer success, account management, or client services, ideally from an agency, media, or SaaS background.
* A track record of managing large, complex client relationships with revenue responsibility.
* Proven ability to grow accounts, not just retain them.
* Strong leadership skills with experience coaching small teams.
* A builder’s mindset — happy to roll up your sleeves and make things happen in a startup environment.
* Strategic thinker with commercial acumen, but hands-on and execution-driven.
* Comfortable working remotely, but flexible to travel for key client meetings in London.
Why Join Us
* Play a pivotal role in shaping how brands and agencies succeed with creators.
* Help define and grow the customer success function in a scaling startup.
* Work at the cutting edge of AI-enabled customer support.
* Competitive salary + meaningful equity package.
* Remote-first, flexible working.
No recruiters please.