# Head of Client & Research Success

**Company:** [Swayable](https://hotfix.jobs/companies/swayable)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $170k – $220k/yr
**Experience:** 10+ years
**Skills:** client success, Account Management, research methodology, Quantitative Analysis, rct design, survey research, Market Research, playbooks, workflows, Capacity Planning, reporting infrastructure, client retention, upsell, professional services
**Posted:** 2026-07-23

> Lead the Client & Research Success team at Swayable, owning end-to-end client relationships, retention, expansion, and delivery quality for their AI public opinion platform. Enforce rigorous research standards, scale operations and playbooks, coach the team, and represent the function in leadership forums. Requires 10+ years in client success or related fields with team leadership experience.

## Job Description

## 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

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