Head of Client Services

Location: New York, Hybrid

Salary: $230,000 - $250,000 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 today’s 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. We’ve onboarded over 60 influential brands including Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s 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, you’ll be our "Partner to the Customer" and the architect of how we deliver remarkable experiences at scale.

You’ll 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. You’ll create one cohesive motion. No diluted accountability. Every account has a single strategic owner. If it’s unclear, it’s you who decides.

You won't be just managing accounts, you will redefine  how enterprise beauty, fashion, luxury & CPG brands turn customers into advocates. You won’t be stepping into a playbook; you’ll be writing it. This isn’t a traditional client services leadership role. It’s 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 Duel's SaaS technology delivers gross advocacy value to its brands. You’ll 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.

We’re 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 it’s unclear who decides. It's 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 don’t 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.

We’d 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 Duel’s mission.

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

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

• An entrepreneurial spirit that’s contagious, you build and lead, leaving teams and systems better than you found them.

The Dueligan Culture

• We’re 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 we’re 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 it’s 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 (3–4 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.