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Head of Client Services, North America

WGSN· Sales – Customer Support /
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New York, NY$90k - $100kPermanentPosted 1mo ago

About the role

Lead the North American Enterprise & Strategic Client Success team, driving client retention, adoption and value realization for WGSN's largest accounts. Executive leadership role shaping Client Success strategies across North America.

Responsibilities

  • Develop and execute the Client Success strategy for Enterprise and Strategic accounts across North America.
  • Partner with other 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 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.

Qualifications

  • Significant experience in Client Services, 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.

Skills

Required:Client leadership and team managementStrategic account planning

Benefits

  • Paid Time Off – 15 days of vacation per year with additional days up to 20, plus 12 Federal holidays.
  • 6 weeks of paid Parental Leave.
  • 401(k) Retirement Savings Plan with 50% match on the first 6% contributed.
  • Dental and Vision plans with MetLife.
  • Health Care with Anthem & Blue Cross Blue Shield.
  • Life Insurance, AD&D, Short and Long-Term Disability at no cost through Metlife.
  • Mental Health resources including EAP and access to care for Anthem plan holders.
Last updated Oct 21, 2026. Interested? Apply on the company site.

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