Head of Client Services

Head of Client Services

Location: New York Hybrid

Salary: $230000 - $250000 plus Share Options

Reporting to: VP of Brand Experience

About Us

Duel is a SaaS company on a mission to make Brand Advocacy the industry-standard philosophy for building brilliant retail brands. Founded by world record-breaking adventurer and former brand ambassador Paul Archer we exist to show that companies built for advocacy can change the world.

In todays hyper-connected world where social media is twice the size of all other media channels combined and entirely user-generated the most successful brands are those investing in people and community not ads.

The Duel Brand Advocacy Solution enables enterprise brands to do just that. Weve onboarded over 60 influential brands including Abercrombie & Fitch Charlotte Tilbury Spanx Victorias Secret LUSH and Elemis. Our global team of 60 spans New York City and London bringing together psychologists brand experts and community builders who combine cutting-edge brand expertise with deep SaaS experience.

Backed by top European VCs Duel recently announced a $16 million Series A accelerating our U.S. growth and bringing our AI-driven product vision to life equipping brands with the tools to drive growth through thousands of advocates customers creators and brand ambassadors.

The Role

As the Head of Client Services youll be our Partner to the Customer and the architect of how we deliver remarkable experiences at scale.

Youll build your team partner directly with sales brand strategy and implementation teams to build a high-performing agency grade client services function that drives measurable impact and lasting brand relationships. Youll create one cohesive motion. No diluted accountability. Every account has a single strategic owner. If its unclear its you who decides.

You wont be just managing accounts you will redefine how enterprise beauty fashion luxury & CPG brands turn customers into advocates. You wont be stepping into a playbook; youll be writing it. This isnt a traditional client services leadership role. Its a full-spectrum opportunity to own the brand journey end-to-end.. from strategic account management and customer success to renewals expansions and commercial growth.

This role is a step-change from just client relationships to becoming the holistic architect of how Duels SaaS technology delivers gross advocacy value to its brands. Youll be responsible for scaling our retention engagement and expansion motions with enterprise brands.

This leadership role requires a blend of hands-on strategic delivery team leadership and the ability to operate at the intersection of agency-grade client services and the commercial rigor of SaaS.

Were Looking for Someone Who Will

• Run one team with clear lanes: Client Services leads and owns the relationship; Managed Services ensures execution quality; Project Management keeps us on time and on budget. You ensure these parts move as one. No diluted accountability. Every account has a single strategic owner. If its unclear who decides. Its you.

• Lead hands-on. Step into a tricky renewal or triage a program risk then step back. Be creative pattern recognition and proactive ideas rooted in market and client context not decks for their own sake.

• Create clarity around client forecasts upsell/cross-sell opportunities deliverables and relationship strategy.

Client Services Strategy & Leadership

• Build a scalable client service program that drives satisfaction retention and growth. This includes managing the post-sale customer lifecycle leading a team of CSMs and owning renewals expansions deal structuring and commercial excellence.

• Build and lead a high-performing team of Client Services Directors/Managers; mentor set standards and raise the bar.

• Install your operating playbook: account planning forecasting renewal/expansion motions and executive communication standards.

• Model crisp writing and executive presence. We tell the truth we quantify outcomes and we dont overpromise.

• Own the operating model. Stand up a scalable CS system with clear segmentation (enterprise vs. commercial) portfolio health reviews expansion rituals and a fast-moving executive escalation path.

• Institutionalise the playbook codify account planning forecasting renewals executive comms and change control. Make it auditable and easy to teach with live examples (strategy hubs playbooks maturity models)
  Run board-grade EBRs/QBRs. Tie every review to customer priorities quantified outcomes and funded next steps.

• Bake advocacy as a growth engine integrating community UGC and referral signals into health scoring and success plans.

• Instrument the function: track NRR GRR logo retention margin by account adoption depth expansion velocity and leading indicators.

• Lead from the front take point on pivotal executive conversations solve issues teach then step back.

• Own the number. Forecast with precision and call risks early with clear recovery plans.

Customer Advocacy Retention & Risk

• Build executive relationships that matter. Map sponsors run quarterly briefings and maintain a value narrative that earns advocacy not just satisfaction.

• Blend product telemetry relationship coverage and advocacy signals (community creators UGC referrals) into a live health score; use named playbooks for early churn prevention.

• Make feedback actionable route insights to Product Data and AI in a problem evidence impact proposal format and close the loop visibly.

Renewals & Expansion

• Own the full renewal cycle forecasting pricing deal structure and negotiation with no-surprises accuracy.

• Operationalise renewals through proactive 120/90/60-day timelines mutual success plans and pre-mortems for at-risk cohorts.

• Maintain system discipline in HubSpot: clean stages renewal cohorts lifecycle milestones risk flags and exec notes that stand up in a board meeting.

Cross-Functional Collaboration

• Translate insights into product action turning customer patterns into roadmap priorities and beta programs.

• Partner tightly with Sales: joint account plans whitespace mapping and aligned renewal/expansion plays.

• Tighten delivery. Standardise communications SLAs and run-of-show to ensure calm predictable high-quality execution.

Wed Love to Hear from You If You Have

• A background in building Client Services teams agency consultancy tech or in-house; ideally with experience scaling commercial customer-focused teams delivering tech solutions.

• 10 years in client services customer success account or brand management with 3 years in a leadership role.

• Proven success developing data-driven client services transformations for enterprise brands ideally in beauty fashion lifestyle or CPG.

• Deep understanding of how to translate brand growth and retention into proactive strategies and measurable outcomes.

• Experience leading teams through high-stakes proposals pitches and executive storytelling.

• Expertise across omnichannel execution community social influencer activations partnerships PR trade marketing and creative development.

• A polished approach to client relationships cultural insights and platform-specific tactics.

• A track record of working with senior-level stakeholders (including C-suite executives) across Fortune 500 brands or large-scale organisations.

• The ability to tie data to commercial outcomes connecting advocacy to retention referrals and revenue.

• Exceptional collaboration skills a true team player.

• Immaculate attention to detail and high standards of brand strategy.

Person

• A creative thinker who sees patterns others miss proactive mission-led and unafraid to shape direction.

• A true collaborator and dot-connector finding clarity in complexity across cross-functional programs.

• A seasoned people leader with outstanding communication organization and time management skills.

• Someone who values authentic trust-driven engagement aligned with Duels mission.

• Customer-obsessed commercially minded and relentlessly execution-focused.

• A systems thinker who thrives in fast-paced data-driven environments.

• An entrepreneurial spirit thats contagious you build and lead leaving teams and systems better than you found them.

The Dueligan Culture

• Were building a remarkable company with remarkable people and a remarkable culture. Advocacy is our north star for customers and employees.

• A High Trust Tight Ship full of Bloody Brilliant & Utterly Lovely People doing their best work together.

• We value trust and freedom above all else combined with deep ownership execution and candor.

• Dueligans are the largest shareholders in Duel. We take ownership seriously.

In-Person and Remote Working Balance

We do much of our best work together in person which is why were hiring people within commuting distance of our London or New York offices. But we also recognize the value of deep work at home. Our hybrid philosophy gives you freedom and flexibility you do you as long as its not at the expense of others.

Duel Perks & Package

• Flexible working hours we understand life happens.

• 25 PTO Days 11 Statutory Holidays End-of-Year Break (34 additional days).

• Options Scheme for all full-time employees everyone shares in what we build.

• US Healthcare Options (more to come).

• 401K Match Plan.

• Company MacBook.

• $350 WFH Set-Up.

• Headspace contributions.

• Personal development budget and support.

• 2 additional days leave for volunteering.