Head of Client Success, North America

Salary

$90,000 – $100,000

Role Overview

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. You will build a high‑performing team that partners with strategic clients to realise maximum value from our products and services, combine exceptional people leadership with commercial thinking, and help shape the future direction of Client Success across the region. The role works closely with Sales, Product, Consulting and senior leadership to champion best practices, strengthen client engagement strategy, and develop the next generation of Client Success talent.

Team

The Client Success team is diverse, based across the US and São Paulo, Brazil, and operates within the North American sales organization. The team has delivered outstanding results and fosters a supportive, learning‑focused culture.

Key Accountabilities

• Strategic Leadership
  • Develop and execute the Client Success strategy for Enterprise and Strategic accounts across North America.
  • Partner with other Client Success leaders 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 processes, tools, and ways of working.
  • Serve as a senior leader within the North American Client Success organisation, supporting strategic decision‑making and regional initiatives.
• Team Leadership & Development
  • Lead, coach, and inspire a team of 5–10 Client Success Partners.
  • 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.
  • Build deep product expertise and consultative selling skills through ongoing training and mentoring.
• Strategic Client Success Coach
  • Coach 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.
  • 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.
• Product Leadership & Knowledge
  • Develop and maintain expert knowledge of WGSN's products, content, and strategic roadmap.
  • 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.
• Performance & Operational Excellence
  • 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.
• Cross‑Functional Leadership
  • 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.

Skills, Experience & Qualifications

• 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 a track record of 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; 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.

Benefits

• Flexible benefits package tailored to personal needs.
• Paid Time Off – 15 days of vacation per year, increasing by one day per year of service up to 20 days; plus 12 Federal holidays.
• Six weeks of paid Parental Leave.
• 401(k) Retirement Savings Plan with 50% match on the first 6% of employee contributions.
• Dental and Vision plans (MetLife).
• Health Care coverage (Anthem & Blue Cross Blue Shield).
• Life Insurance, AD&D, Short‑ and Long‑Term Disability at no cost (MetLife).
• Mental Health support, including Employee Assistance Program and access to inpatient, outpatient, and virtual care for Anthem‑covered employees.
• Flexible, hybrid, and agile working arrangements (full remote not offered).