Head of Client Success, North America

WGSN•New York, NY

6d•$90,000 - $100,000•Hybrid

About The Position

The role We're looking for an experienced Head of Client Success to lead our North American Enterprise & Strategic Client Success team. This role is responsible for building a high-performing team that partners with WGSN's most strategic clients, ensuring they realise maximum value from our products and services. You will combine exceptional people leadership with commercial thinking, coaching your team to deliver outstanding client outcomes while helping shape the future direction of Client Success across North America. Working closely with Sales, Product, Consulting and senior leadership, you'll champion best practices, strengthen our client engagement strategy and develop the next generation of Client Success talent. As Head of Client Success, you will lead a team of 5–10 Client Success Partners responsible for WGSN's largest Enterprise and Strategic accounts across North America. Beyond day-to-day team leadership, you will play a critical role in defining how Client Success operates at the highest level. You will develop strategic initiatives that improve client retention, drive adoption of WGSN's products, support commercial growth and ensure our teams consistently deliver exceptional customer experiences. This is a highly collaborative leadership role that requires strong coaching skills, commercial acumen, and deep product knowledge.

Requirements

Significant experience in Client Success, Customer Success, Account Management or a related client-facing leadership role.
Proven success leading high-performing Client Success teams supporting Enterprise or Strategic customers.
Experience recruiting, onboarding, coaching and developing high-performing teams.
Strong commercial acumen with experience driving client retention, growth and long-term value.
Exceptional leadership, communication and influencing skills.
Deep understanding of customer success methodologies, client lifecycle management and strategic account planning.
Strong product knowledge with the ability to translate complex solutions into client value.
Experience partnering cross-functionally with Sales, Product and Executive Leadership.
Strong analytical and problem-solving skills with experience using data to drive business decisions.
Highly organised with the ability to manage multiple priorities in a fast-paced environment.
Passion for continuous improvement, innovation and developing people.

Responsibilities

Develop and execute the Client Success strategy for Enterprise and Strategic accounts across North America.
Partner with the other leaders of Client Success to shape regional priorities, operational excellence and long-term business objectives.
Identify opportunities to improve client engagement, retention, adoption and long-term value.
Champion innovation and continuous improvement across Client Success processes, tools and ways of working.
Serve as a senior leader within the North American Client Success organisation, supporting strategic decision-making and regional leadership initiatives.
Lead, coach and inspire a team of 5–10 Client Success Partners supporting Enterprise and Strategic clients.
Foster a high-performing, collaborative culture focused on accountability, client excellence and continuous learning.
Recruit, onboard and develop top Client Success talent.
Conduct regular coaching, performance reviews and career development planning.
Create succession plans and identify future leaders within the team.
Build deep product expertise and consultative selling skills across the team through ongoing training and mentoring.
Coach Client Success team members on executive stakeholder engagement, account planning and value-based conversations.
Support complex client relationships by participating in Executive Business Reviews and strategic customer meetings when required.
Ensure onboarding and adoption strategies drive measurable client outcomes and long-term success.
Partner with Sales to support renewals, expansion opportunities and commercial growth.
Drive consistency in client engagement methodologies and best practices across the team.
Develop and maintain expert knowledge of WGSN's products, content and strategic roadmap.
Ensure the team remains highly knowledgeable and confident in presenting WGSN's solutions.
Translate new product launches and content initiatives into compelling client value propositions.
Partner with Product, Advisory and Content teams to share customer feedback and influence future enhancements.
Own team performance across retention, adoption, engagement, customer satisfaction and commercial KPIs.
Monitor portfolio health and proactively identify client risks and growth opportunities.
Use performance data and client insights to drive continuous improvement initiatives.
Champion AI and automation tools that improve efficiency while enhancing the client experience.
Ensure consistent execution of Client Success processes and operational standards.
Act as the voice of Enterprise and Strategic clients across the business.
Collaborate closely with Sales, Product, Marketing, Advisory and Content teams to deliver a seamless client experience.
Support regional and global Client Success initiatives, sharing best practices and driving alignment.
Build strong partnerships across commercial teams to deliver exceptional customer outcomes.

Benefits

Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days.
WGSN also observes the 12 Federal holidays.
6 weeks of paid Parental Leave.
401(k) Retirement Savings Plan
WGSN matches 50% of the first 6% contributed by employees.
Dental and Vision plans with MetLife
Health Care with Anthem & Blue Cross Blue Shield
Life Insurance, AD&D, Short and Long-Term Disability - all eligible employees receive coverage at no cost through Metlife
Mental Health – WGSN provides many ways for employees to access mental health care including an Employee Assistance Program and inpatient, outpatient and virtual care if enrolled in an Anthem medical plan.
EAP is available to all permanent staff, regardless of if you elect benefits.