Head of Client Services

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.