We are seeking an experienced and customer-centric Head of Client Services to lead the post-sales experience for our client; a high-growth social app with reference to advertising revenue. This role will be crucial in driving client satisfaction, retention, repeat bookings and overall business success during a transformative period in our client’s business.

Key Responsibilities:

• Oversee the entire post-sales client journey, from onboarding to delivery, ensuring seamless client experience and success.
• Lead and manage the client services team, driving high performance and fostering a culture of accountability.
• Deliver best-in-class post-sale client experience
• Strategize and implement processes for retention, client satisfaction, and rebooking to meet and exceed KPIs.
• Develop scalable strategies to collaborate with the Commercial Director and management team to help transition the business from a managed service model to a self-serve platform.
• Act as the primary point of contact for clients, managing relationships and identifying opportunities for upsell or cross-sell.
• Collaborate with cross-functional teams (sales, product, project management engineering) to ensure smooth delivery and alignment on client expectations.
• Act as the senior point of escalation for senior clients and media agencies to call where required

Qualifications:

• Proven experience in a senior client services role, preferably as a publisher AdTech or social platform.
• Highly developed and methodical in terms of client services and account management processes.
• Expertise in managing the client experience during significant business changes, such as migrating from managed to self-serve models or AdServer migration.
• Strong leadership and people management skills with a focus on team development.
• A deep understanding of customer experience management, retention strategies, and rebooking – demonstrable proof of previous successful deployment of strategies.
• A problem solver, positive in mindset and passionate about the client delivery experience
• The ideal candidate will have previously managed a book of business in excess of eight figures

This is a unique opportunity to lead client services for a company at a pivotal moment of growth. If you’re a strategic thinker passionate about customer success, we want to hear from you!