TL;DR

Head of Client Services: Building and scaling client service programs to drive satisfaction, retention, and growth for enterprise brands with an accent on post-sale customer lifecycle, renewals, expansions, and commercial excellence. Focus on creating a cohesive client services function, leading high-performing teams, and institutionalizing operating playbooks for measurable impact.

Location: Hybrid, New York. You must be within commuting distance of our New York office.

Salary: $230,000–$250,000 plus Share Options

Company

Duel is a SaaS company focused on Brand Advocacy, enabling enterprise brands to drive growth through advocates, customers, creators, and brand ambassadors with its AI-driven product.

What you will do

Lead and build a high-performing client services team, ensuring clear accountability and strategic ownership for accounts.
Develop and implement scalable client service programs for satisfaction, retention, and growth, managing the post-sale customer lifecycle.
Own renewals, expansions, deal structuring, and commercial excellence for enterprise brands.
Build executive relationships, integrate advocacy signals into health scores, and make customer feedback actionable.
Forecast with precision, manage risks early, and ensure system discipline in HubSpot for renewals and lifecycle milestones.
Collaborate with Sales and Product to translate insights into roadmap priorities and ensure high-quality delivery.

Requirements

10+ years in client services, customer success, account, or brand management, with 3+ years in a leadership role.
Proven experience in building Client Services teams, ideally scaling commercial, customer-focused teams delivering tech solutions.
Success in developing data-driven client services transformations for enterprise brands, particularly in beauty, fashion, lifestyle, or CPG.
Deep understanding of translating brand growth and retention into proactive strategies and measurable outcomes.
Experience leading teams through high-stakes proposals, pitches, and executive storytelling with C-suite executives across Fortune 500 brands.
Exceptional collaboration skills, immaculate attention to detail, and high standards of brand strategy.
Must be within commuting distance of our New York office.
English: B2 required.

Culture & Benefits

Hybrid working philosophy with flexibility, valuing in-person collaboration and deep work at home.
Flexible working hours and 25 PTO Days + 11 Statutory Holidays + End-of-Year Break.
Options Scheme for all full-time employees to share in company growth.
US Healthcare Options and 401K Match Plan.
Company MacBook, $350 WFH Set-Up, Headspace contributions, and personal development budget.
2 additional days’ leave for volunteering.