Head of Client Success

HireMoxie•Cincinnati, OH

About The Position

The Head of Client Success leads the largest organization: the teams responsible for delivering client work and producing client results. Reporting directly to the President and serving as the company’s second-in-command, this person acts as the Integrator for the delivery side of the business, translating company strategy into day-to-day execution across multiple departments.

Requirements

Experience in the Integrator seat under a certified EOS implementation.
B2B marketing background in core industries: manufacturing, professional services, B2B technology, or private-equity portfolio companies.
Experience scaling a delivery organization through a period of growth.

Nice To Haves

Hands-on HubSpot experience, including how delivery teams use the platform to drive and report on client

Responsibilities

Lead the Client Success and delivery organization across multiple departments, serving as the Integrator who converts company vision into execution.
Act as a player-coach on an as-needed basis: step in to run client accounts at a strategic level to absorb overflow, cover capacity gaps, or stand up new teams.
Own the department P&L, including deliverable gross margin and the efficient use of retainer and project resources.
Drive client retention and reduce churn by moving clients from initial engagement into long-term partnership.
Own overall client satisfaction and relationship health across the entire client book.
Be relentless about client results: own the campaign and program outcomes clients engage to achieve, and hold the team to the same standard. Finding a way to win for clients is a core value.
Build and manage the team: hire, onboard, develop, evaluate, and, when necessary, exit staff across the Client Success departments.
Run the EOS operating cadence for their department: LMA (Lead, Manage, Accountability), quarterly Rocks, the weekly Scorecard, and Level 10 meetings.