Head of Client Success
About The Position
About Deck Deck is building the data infrastructure for the internet. We make scattered, login-protected data instantly accessible through clean APIs and integrations—empowering businesses to act fast and smart, with no friction. We’re a team of builders from top-tier tech companies who believe one thing: great ideas need great data . If you thrive in early-stage chaos, own your work like a founder, and think in frameworks—not features—Deck might be your next home. The Role We’re looking for a Head of Client Success to unify and scale Deck’s client success engine. This role goes beyond managing renewals: it’s about building the entire engagement lifecycle from signed deals to successful kick-off and long-term partnership growth. This is a leadership role requiring both strategic design and hands-on execution. You’ll work closely with the commercial, product, tech, and operations teams to create the systems that make our clients successful and turn adoption into expansion. Priorities Unify Account Management Function Build a coherent AM practice that covers onboarding, engagement, support, and growth across all clients. Design Engagement & Support Strategies Develop playbooks for client touchpoints from signed deal through kick-off, implementation, and ongoing value delivery. Tier Clients for Scaled Impact Define and optimize a client tiering system that ensures high-touch service for strategic accounts and efficient scaled solutions for mid- and lower-tier clients. Build & Lead a Team Recruit, coach, and grow a team capable of supporting all client tiers with consistent excellence. Drive Growth Opportunities Establish signals and processes to identify upsell and cross-sell opportunities, looping in the commercial team at the right moments. Be the Voice of the Client Partner with product and operations to surface insights, escalate issues, and influence roadmap priorities based on real client needs. What Success Looks Like A unified AM org delivering seamless onboarding, adoption, and ongoing support. Clear client tiering framework in place and actively driving efficiency. High retention and satisfaction across all client tiers. Predictable upsell pipeline sourced from AM function. Scalable playbooks, systems, and reporting to manage client health.
Requirements
- 8+ years in Account Management, Customer Success, or related functions, including leadership roles.
- Experience building teams and processes from the ground up.
- Strong operational rigor and ability to scale systems.
- Client-first mindset with executive presence.
Nice To Haves
- Background in SaaS, data platforms, or sustainability tech.
- Experience with upsell/expansion motions tied to account management.
- Exposure to utility, energy, or real estate sectors.
Responsibilities
- Unify Account Management Function Build a coherent AM practice that covers onboarding, engagement, support, and growth across all clients.
- Design Engagement & Support Strategies Develop playbooks for client touchpoints from signed deal through kick-off, implementation, and ongoing value delivery.
- Tier Clients for Scaled Impact Define and optimize a client tiering system that ensures high-touch service for strategic accounts and efficient scaled solutions for mid- and lower-tier clients.
- Build & Lead a Team Recruit, coach, and grow a team capable of supporting all client tiers with consistent excellence.
- Drive Growth Opportunities Establish signals and processes to identify upsell and cross-sell opportunities, looping in the commercial team at the right moments.
- Be the Voice of the Client Partner with product and operations to surface insights, escalate issues, and influence roadmap priorities based on real client needs.
Benefits
- Competitive pay for the right skills
- Proven leadership with a track record of big results
- Significant ownership and autonomy in how you operate
- A team of exceptional peers tackling complex, high-leverage problems
- Momentum: recent fundraise by top-tier investors , massive whitespace, and accelerating traction
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
