Head of Client Success & Growth (SaaS)

Swayable; New York (NY); Hybrid; USD 200,000 - 250,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

Generous PTO

Equity Options

401k plan

Professional development

Job summary

Swayable is seeking a high-performing leader to run the Client Success team in our Williamsburg/Brooklyn hybrid office. You will own end-to-end client relationships across brand and advocacy clients and set the bar for client experience.

You’ll build playbooks, workflows, and resourcing to scale, coach managers, and drive retention and expansion while ensuring rigorous research delivery and cross-functional collaboration.

Qualifications

• 10+ years in client success/account management/professional services, incl. leading a team
• Track record of end-to-end client relationships with major brands or complex orgs
• Ability to learn research methodology and enforce quality across delivery teams

Responsibilities

• Ensure client satisfaction and demonstrated value across the portfolio
• Represent Client & Research Success in cross-functional forums and inform planning
• Train and uplevel the Client & Research Success team for expansion opportunities
• Own client retention and manage risks to protect and grow relationships
• Enforce research methodology and QA standards across studies
• Build and scale Client Success Operations playbooks, workflows, and reporting
• Provide input from client needs to the Product team
• Monitor market trends and developments affecting clients
• Train cross-functional teams on research methodology and test design

Skills

Client success leadership

SaaS leadership

Account management

Research methodology

Quantitative analysis

Operational infrastructure

Expansion & upsell

Coaching managers

Cross-functional collaboration

Executive communication

Tools

CRM systems

Data analysis tools

Project management tools

Job description

Swayable is seeking a high-performing leader to run the Client Success team in our Williamsburg/Brooklyn hybrid office. You will own end-to-end client relationships across brand and advocacy clients and set the bar for client experience.

You’ll build playbooks, workflows, and resourcing to scale, coach managers, and drive retention and expansion while ensuring rigorous research delivery and cross-functional collaboration.