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Duel Tech · 1 day ago

Head of Client Services

New York, United States

Full-time

Hybrid

Director/Executive

$230K/yr - $250K/yr

10+ years exp

Duel Tech is a SaaS company focused on transforming brand advocacy into a standard for building successful retail brands. As the Head of Client Services, you will lead a team to deliver exceptional client experiences and redefine how enterprise brands engage with their customers, driving retention and growth through strategic account management.

AdvertisingBrand MarketingConsumer ReviewsContentContent MarketingE-Commerce PlatformsMarketing AutomationPersonalizationRetail Technology

Growth Opportunities

Hiring Manager

Ibrahim Thomas

Responsibilities

Run one team with clear lanes: Client Services leads and owns the relationship; Managed Services ensures execution quality; Project Management keeps us on time and on budget. You ensure these parts move as one. No diluted accountability. Every account has a single strategic owner. If it’s unclear who decides. It's you

Lead hands-on. Step into a tricky renewal or triage a program risk, then step back. Be creative, pattern recognition and proactive ideas rooted in market and client context, not decks for their own sake

Create clarity around client forecasts, upsell/cross-sell opportunities, deliverables, and relationship strategy

Build a scalable client service program that drives satisfaction, retention, and growth. This includes managing the post-sale customer lifecycle, leading a team of CSMs, and owning renewals, expansions, deal structuring, and commercial excellence

Build and lead a high-performing team of Client Services Directors/Managers; mentor, set standards, and raise the bar

Install your operating playbook: account planning, forecasting, renewal/expansion motions, and executive communication standards

Model crisp writing and executive presence. We tell the truth, we quantify outcomes, and we don’t overpromise

Own the operating model. Stand up a scalable CS system with clear segmentation (enterprise vs. commercial), portfolio health reviews, expansion rituals, and a fast-moving executive escalation path

Institutionalise the playbook, codify account planning, forecasting, renewals, executive comms, and change control. Make it auditable and easy to teach with live examples (strategy hubs, playbooks, maturity models) run board-grade EBRs/QBRs. Tie every review to customer priorities, quantified outcomes, and funded next steps

Bake advocacy as a growth engine, integrating community, UGC, and referral signals into health scoring and success plans

Instrument the function: track NRR, GRR, logo retention, margin by account, adoption depth, expansion velocity, and leading indicators

Lead from the front, take point on pivotal executive conversations, solve issues, teach, then step back

Own the number. Forecast with precision and call risks early with clear recovery plans

Build executive relationships that matter. Map sponsors, run quarterly briefings, and maintain a value narrative that earns advocacy, not just satisfaction

Blend product telemetry, relationship coverage, and advocacy signals (community, creators, UGC, referrals) into a live health score; use named playbooks for early churn prevention

Make feedback actionable, route insights to Product, Data, and AI in a “problem, evidence, impact, proposal” format, and close the loop visibly

Own the full renewal cycle, forecasting, pricing, deal structure, and negotiation, with 'no-surprises' accuracy

Operationalise renewals through proactive 120/90/60-day timelines, mutual success plans, and pre-mortems for at-risk cohorts

Maintain system discipline in HubSpot: clean stages, renewal cohorts, lifecycle milestones, risk flags, and exec notes that stand up in a board meeting

Translate insights into product action, turning customer patterns into roadmap priorities and beta programs

Partner tightly with Sales: joint account plans, whitespace mapping, and aligned renewal/expansion plays

Tighten delivery. Standardise communications, SLAs, and run-of-show to ensure calm, predictable, high-quality execution

Qualification

Client Services LeadershipCustomer Success ManagementData-Driven StrategySaaS ExperienceAccount ManagementTeam BuildingExecutive CommunicationCross-Functional CollaborationAttention to DetailCreative ThinkingCollaboration SkillsTime Management

Required

A background in building Client Services teams, agency, consultancy, tech, or in-house; ideally with experience scaling commercial, customer-focused teams delivering tech solutions

10+ years in client services, customer success, account, or brand management, with 3+ years in a leadership role

Proven success developing data-driven client services transformations for enterprise brands, ideally in beauty, fashion, lifestyle, or CPG

Deep understanding of how to translate brand growth and retention into proactive strategies and measurable outcomes

Experience leading teams through high-stakes proposals, pitches, and executive storytelling

Expertise across omnichannel execution, community, social, influencer, activations, partnerships, PR, trade marketing, and creative development

A polished approach to client relationships, cultural insights, and platform-specific tactics

A track record of working with senior-level stakeholders (including C-suite executives) across Fortune 500 brands or large-scale organisations

The ability to tie data to commercial outcomes, connecting advocacy to retention, referrals, and revenue

Exceptional collaboration skills, a true team player

Immaculate attention to detail and high standards of brand strategy

A creative thinker who sees patterns others miss, proactive, mission-led, and unafraid to shape direction

A true collaborator and dot-connector, finding clarity in complexity across cross-functional programs

A seasoned people leader with outstanding communication, organization, and time management skills

Someone who values authentic, trust-driven engagement aligned with Duel's mission

Customer-obsessed, commercially minded, and relentlessly execution-focused

A systems thinker who thrives in fast-paced, data-driven environments

An entrepreneurial spirit that's contagious, you build and lead, leaving teams and systems better than you found them

Benefits

Flexible working hours, we understand life happens.

25 PTO Days + 11 Statutory Holidays + End-of-Year Break (3–4 additional days).

Options Scheme for all full-time employees, everyone shares in what we build.

US Healthcare Options (more to come).

401K Match Plan.

Company MacBook.

$350 WFH Set-Up.

Headspace contributions.

Personal development budget and support.

2 additional days’ leave for volunteering.

Company

Duel Tech

The Duel Brand Advocacy Platform enables brands to mobilize and manage entire communities of social affiliates, content creators and micro-influencers to acquire customers and drive revenue at scale.

Founded in 2015

London, England, GBR

51-200 employees