Head of Client & Research Success

What You’ll Do

• Ensure client satisfaction, demonstrated value, and continued usage across the portfolio
• Represent Client & Research Success in cross-functional and leadership forums, surfacing account health, resourcing needs, and methodology gaps to inform company-wide planning
• Continue to train and uplevel the Client & Research Success team on commercially-minded behaviors, such as proactively identifying opportunities for expansion or upsell in partnership with the Account Management team
• Own client retention and churn across the portfolio, ensuring the team identifies risks early, drives strong client outcomes, and takes action to protect and grow key relationships
• Enforce research methodology and QA standards across client studies to ensure every deliverable meets Swayable’s rigor bar before it reaches a client
• Build and scale Client Success Operations playbooks, workflows, tooling, and reporting infrastructure to ensure client efficiencies, accurate forecasting, and capacity planning
• Turn recurring client needs and industry best practices into clear, actionable input for the Product team
• Maintain detailed awareness of market trends affecting current clients, and of developments in the broader marketing, advertising, and research industry
• Support in training the cross-functional teams on research methodology and test design so they can credibly represent Swayable's platform in client conversations

Who You Are

• 10+ years of experience in client success, account management, or professional services, including several years leading and scaling a team, ideally at a high-growth SaaS company, agency, consultancy, or research firm
• Track record owning end-to-end client relationships with major brands or complex organizational clients, including retention, expansion, and escalation management
• Strong grounding in research methodology and quantitative analysis (e.g., RCT design, survey research, market research), with the ability to enforce quality and rigor standards across a research delivery team
• Demonstrated success building and scaling operational infrastructure (e.g., playbooks, workflows, tooling, capacity planning, and reporting) to support team and client growth
• A commercially-minded approach to client management, comfortable identifying expansion opportunities and partnering with sales or account management teams to act on them
• Experience coaching and developing managers or individual contributors, with a track record of raising the bar on client-facing skills across a team
• Excellent judgment operating at the intersection of client strategy and technical/methodological delivery, with the ability to translate between the two for clients, cross-functional teams, and leadership
• Strong written and verbal communication skills, including experience representing a function in cross-functional or executive forums
• Genuine interest in Swayable's mission and the ability to work credibly with both commercial brand clients and civic/advocacy organizations

Benefits

• 100% Medical, Dental & Vision Plans - no employee contribution required
• Generous PTO
• Equity Options
• 401k plan, FSA
• Ongoing professional development investments
• Salary: $170-220K, dependent on experience