Head of Client & Research Success

Swayable•New York, NY

6h•$170,000 - $220,000•Hybrid

About The Position

Swayable is looking for a high-performing leader to run the Client Success team. This function owns end-to-end client relationships across brand and advocacy clients, sets the bar for client experience across every account, and builds the team, processes, resourcing, and tooling needed to scale. The role has a dual mandate: leading the people and systems responsible for delivering high-quality results from our testing platform, while also ensuring clients receive proactive, strategic guidance throughout the relationship. You will strengthen the playbooks, workflows, tooling, and resourcing model that support the team’s growth, while helping the organization deepen client trust, identify opportunities to expand impact, and navigate complex client needs. You’ll approach client conversations with a commercially driven mindset, while approaching research delivery with the operational discipline required to improve quality as our testing volume and headcount grow. Day to day, you will ensure current client relationships and delivery are running smoothly, coach the team on effective client leadership, and maintain a forward-looking view of capacity, resourcing, and evolving client needs.

Requirements

10+ years of experience in client success, account management, or professional services, including several years leading and scaling a team, ideally at a high-growth SaaS company, agency, consultancy, or research firm
Track record owning end-to-end client relationships with major brands or complex organizational clients, including retention, expansion, and escalation management
Strong grounding in research methodology and quantitative analysis (e.g., RCT design, survey research, market research), with the ability to enforce quality and rigor standards across a research delivery team
Demonstrated success building and scaling operational infrastructure (e.g., playbooks, workflows, tooling, capacity planning, and reporting) to support team and client growth
A commercially-minded approach to client management, comfortable identifying expansion opportunities and partnering with sales or account management teams to act on them
Experience coaching and developing managers or individual contributors, with a track record of raising the bar on client-facing skills across a team
Excellent judgment operating at the intersection of client strategy and technical/ methodological delivery, with the ability to translate between the two for clients, cross-functional teams, and leadership
Strong written and verbal communication skills, including experience representing a function in cross-functional or executive forums
Genuine interest in Swayable's mission and the ability to work credibly with both commercial brand clients and civic/advocacy organizations

Responsibilities

Ensure client satisfaction, demonstrated value, and continued usage across the portfolio
Represent Client & Research Success in cross-functional and leadership forums, surfacing account health, resourcing needs, and methodology gaps to inform company-wide planning
Continue to train and uplevel the Client & Research Success team on commercially-minded behaviors, such as proactively identifying opportunities for expansion or upsell in partnership with the Account Management team
Own client retention and churn across the portfolio, ensuring the team identifies risks early, drives strong client outcomes, and takes action to protect and grow key relationships
Enforce research methodology and QA standards across client studies to ensure every deliverable meets Swayable’s rigor bar before it reaches a client
Build and scale Client Success Operations playbooks, workflows, tooling, and reporting infrastructure to ensure client efficiencies, accurate forecasting, and capacity planning
Turn recurring client needs and industry best practices into clear, actionable input for the Product team
Maintain detailed awareness of market trends affecting current clients, and of developments in the broader marketing, advertising, and research industry
Support in training the cross-functional teams on research methodology and test design so they can credibly represent Swayable's platform in client conversations