Director of Client Services

Heady • Brooklyn, NY

1d • Hybrid

About The Position

Heady architects purchase experiences in store, online, and through AI agents. We help brands sell goods and services to humans — in person and online — and increasingly, to and through the agents now shopping on their behalf. Our expertise spans everything that goes into making a purchase happen: the software and infrastructure behind it, the experience enabling it, and the loyalty that follows it. Learn more about us at Heady.io . We’re a relationship-driven, craft-focused, and people-first company. Our clients trust us not just to execute, but to think alongside them—and we take that responsibility seriously. As we continue to grow, we’re looking for a Director of Client Services to help us strengthen client partnerships, grow existing accounts, and bring consistency to how we manage our professional relationships.

Requirements

• 5–8 years of experience in commerce strategy, digital product consulting, or senior account leadership within a digital product or tech environment.
• Deep experience across commerce or e-commerce organizations.
• Ability to speak credibly about purchase architecture, conversion, and average order value.
• Ability to draw on patterns from past businesses to advise current clients.
• Ability to offer a defensible position on substantive commerce questions and hold or adjust it under scrutiny.
• Ability to shape broad client objectives into clear first engagements and articulate the business case.
• Executive presence and confidence to advise senior leaders candidly, including on budget and investment decisions.
• Ability to translate technical delivery realities into client-friendly language.
• Comfort with healthy conflict or direct communication.
• Comfort owning conversations about money, pricing, and contracts.
• Ability to protect agency interests while championing client success.
• Understanding of tech stacks and product roadmaps to identify opportunities.
• Ability to lean on internal experts and avoid stepping on the toes of the technical team.
• Bachelor's Degree in Business, Marketing, or a related field.
• Highly intuitive communicator who maintains a balance between being a warm, trusted partner and a firm agency protector.
• Exceptional situational awareness to read between the lines of client interactions.
• Strategic diplomacy to navigate 'give and take' with professional grace.
• Ability to build deep trust while having the backbone to say no when a request compromises the team or project.
• Curiosity and a desire to learn more and improve processes.
• Comfort with ambiguity and excitement about building structure and processes in a fast-paced environment.

Nice To Haves

• MBA preferred.
• Not from traditional advertising or marketing agency backgrounds; must understand the nuances of software delivery.

Responsibilities

• Grow and manage a select portfolio of client relationships.
• Act as a credible commerce voice with clients, providing a point of view on commerce and retail to guide their business strategy.
• Build and own relationships at the VP and Director level.
• Translate client goals into actionable work for delivery teams.
• Scope, sell, and hand off new work to the delivery team.
• Carry a billable advisory load on owned accounts.
• Identify opportunities for account growth by monitoring client needs and market shifts.
• Identify opportunities to leverage the company's partner network.
• Predict future revenue and lead pitches and proposals for account growth.
• Bring a credible point of view on industry trends, particularly in retail and e-commerce.
• Map client hierarchies, identify decision-makers, and build relationships at the VP and Director level.
• Develop relationships across the client's organization to ensure value is understood at all levels.
• Lead regular business reviews focused on client goals.
• Stay close to internal teams to understand project status and surface insights to leadership.
• Coordinate and lead client visits to ensure they feel welcome and valued.
• Partner with Product Managers to provide client context and translate client needs into work.
• Resolve client-related friction to allow delivery teams to focus on their work.
• Monitor client budget usage in partnership with the VP of Delivery.
• Own the contract lifecycle for renewals and extensions, aiming to stay ahead of expiration dates.
• Manage scope changes, handle paperwork and pricing for out-of-scope work.
• Draft new contracts, including requirements, scope of work, and pricing.

Benefits

• Comprehensive Medical, Dental, and Vision coverage - effective from Day 1.
• Flexible PTO (at least 4 weeks per year).
• 13 paid company holidays.
• 401(k) eligibility after 3 months of service.
• Continued Learning Program for professional development.
• Sabbatical Benefit eligibility after 3 years of service.
• Generous and inclusive Parental Leave plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Director