Client Success & Research Growth Lead

Swayable; New York (NY); Hybrid; USD 170,000 - 220,000; Full time

Benefits offered by this job

Equity Options

401k plan

Generous PTO

Job summary

Swayable is seeking a high‑impact leader to run the Client Success team, owning end‑to‑end client relationships across brand and advocacy clients and scaling the function with new playbooks, workflows, and tooling.

You will deliver proactive, strategic guidance, coach the team, manage capacity, and pursue expansion opportunities with sales and account management, all while upholding rigorous research standards.

Qualifications

• 10+ years of experience in client success or related field.
• Led and scaled a team at a high-growth SaaS company, agency, consultancy, or research firm.
• Strong grounding in research methodology and quantitative analysis.
• Experience building operational infrastructure (playbooks, workflows, tooling, capacity planning).
• Commercially minded, able to identify expansion opportunities with sales or account management teams.
• Experience coaching managers or individual contributors.
• Excellent judgment operating at the intersection of client strategy and technical delivery.

Responsibilities

• Ensure client satisfaction and continued usage across the portfolio.
• Represent Client & Research Success in cross-functional and leadership forums.
• Train and uplevel the Client & Research Success team on commercially minded behaviours.
• Own client retention and churn across the portfolio.
• Enforce research methodology and QA standards across client studies.
• Build and scale Client Success Operations playbooks, workflows, tooling, and reporting infrastructure.
• Turn recurring client needs into input for the Product team.
• Maintain awareness of market trends affecting current clients and the broader industry.
• Support cross-functional teams on research methodology and test design.

Skills

Client relationship management

Team leadership

Strategic thinking

Communication

Cross-functional collaboration

Quantitative analysis

Tools

Playbooks

Workflows

Tooling

Forecasting

Job description

Swayable is seeking a high‑impact leader to run the Client Success team, owning end‑to‑end client relationships across brand and advocacy clients and scaling the function with new playbooks, workflows, and tooling.

You will deliver proactive, strategic guidance, coach the team, manage capacity, and pursue expansion opportunities with sales and account management, all while upholding rigorous research standards.