Own retention, drive upsells, and build the department that keeps clients for years.

The Opportunity

Why this role is different

What you'll own

• Personally manage a portfolio of client accounts while simultaneously building the client success department and hiring CSMs as volume grows
• Own the client journey from onboarding handoff through ongoing performance management and renewal
• Design and implement client health scoring, churn prediction, and proactive intervention systems
• Conduct quarterly business reviews with top-tier clients and present performance data at the executive level
• Drive the upsell engine: additional markets, additional niches, expanded lead volume, and new product offerings
• Collaborate with the systems and media buying teams to ensure client campaigns are performing and optimized
• Leverage AI tools for client reporting automation, sentiment analysis, churn prediction, and proactive outreach

Building the department

As a leadership role, you will be responsible for building this department from the ground up:

• Design the org chart and hiring roadmap for the client success department over the next 12 months
• Select, implement, and enforce the client success platform, reporting tooling, and health scoring system
• Build the onboarding curriculum and certification process for new CSMs
• Create the client reporting framework: monthly performance reports, QBRs, and renewal processes
• Establish a culture of proactive relationship management and revenue-focused client care

How success is measured

Compensation & upside

Industry-leading executive package: competitive base salary + performance bonus tied to retention and upsell revenue + equity participation for the right candidate.

• Competitive base salary commensurate with experience
• Performance bonuses for hitting retention and NPS targets
• Commission on all upsell and expansion revenue from the client portfolio, including your personal accounts
• Quarterly retention bonuses for maintaining high portfolio health
• Equity / profit-share participation for long-term alignment
• Full remote flexibility and autonomy

Who we're looking for

• 5+ years in client success, account management, or customer success leadership within B2B SaaS or marketing services
• At least 2 years building or leading a client success team
• Proven track record of maintaining 90%+ gross retention and driving meaningful upsell revenue
• Deep understanding of lead-to-sale pipelines, campaign analytics, and client ROI reporting
• Proficient at leveraging AI tools for reporting automation, client health analysis, and proactive outreach
• Strong executive presence and ability to present performance data to business owners
• Obsessive about client revenue outcomes, not vanity metrics

Ready to build with us?

We review every application personally. If your track record matches what we are building, you will hear from us within 48 hours.

Apply for Head of Client Success

Complete the structured application below. We review every submission personally.