Head of Client Success

About This Role

Role Description Role Summary

The Head of Client Success is responsible for end-to-end execution of the client lifecycle from onboarding through retention, renewal, and long-term success. This role ensures clients consistently receive a high-quality, high-touch experience rooted in radical hospitality, while also driving measurable performance outcomes across retention, satisfaction, engagement, and service quality.

This is an execution-critical leadership role. The Head of Client Success is expected to turn strategy and priorities into completed work, enforce standards across the team, and maintain clear visibility into what is working, what is failing, and what must change. This person brings structure, urgency, and accountability to the client experience system.

They must be highly organized, operationally disciplined, fluent in systems and CRMs, and capable of independently learning tools and teaching others. This is not a passive coordination role, it is an ownership role for execution, outcomes, and follow-through.

The Head of Client Success partners closely with Growth, Learning, Innovation, and Leadership to ensure client success is aligned with both client outcomes and business performance.

This role reports directly to the Chief Operations Officer.

Key Responsibilities 1. Client Lifecycle Ownership & Execution

• Own the full client journey from onboarding through renewal, referral, and completion.
• Ensure consistent delivery of a high-quality client experience grounded in radical hospitality and effectiveness.
• Proactively anticipate client needs and ensure support is delivered before issues escalate.
• Ensure fast, accurate, and professional responses across all client communication channels.
• Take full ownership of escalations and drive resolution to completion without drift or delay.
• Build retention and re-engagement strategies that directly increase client lifetime value.

2. Execution, Standards & Accountability

• Translate leadership priorities into fully executed workflows, systems, and measurable outcomes.
• Ensure all client success processes are not only defined but actively followed and enforced.
• Hold the team accountable to clear standards of accuracy, impact, and speed.
• Identify breakdowns in execution quickly and implement corrective action without delay.
• Eliminate ambiguity in how client success work is done, measured, and improved.
• Drive follow-through on all client success initiatives until completion.
• Continuously refine systems and processes to improve efficiency and clarity of client success strategies.
• Turn recurring issues into permanent process fixes rather than repeated firefighting.

3. Team Leadership & Performance Management

• LDC/LMA Client Success team with a strong emphasis on company values.
• Train team members on systems, client communication, hospitality standards, and operational processes.
• Continuously raise the performance bar through feedback, coaching, and structured improvement.
• Ensure the team operates with urgency, clarity, and consistent execution discipline.

4. Systems, CRM & Performance Visibility

• Own CRM system, data integrity, workflows, and automation structures.
• Maintain accurate, real-time visibility into client health, engagement, retention, and risk.
• Build and maintain reporting systems that clearly show performance trends, successes, and failures.
• Ensure client feedback is systematically captured, organized, and translated into operational improvements.

5. Cross-Functional Execution

• Partner with Growth to ensure seamless onboarding handoffs and clear goal oriented client expectations.
• Work with Learning and Program teams to support client progress, scheduling, coaching, and outcomes.
• Partner with Innovation to provide accurate data and support to improve client experience.

Key Requirements

• 5+ years of experience in client success, operations, account management, or customer experience roles.
• 2+ years of team leadership experience with direct accountability for performance.
• Proven track record of execution, ownership, and follow-through in operational environments.
• Strong experience with CRMs and ability to learn and implement new systems quickly.
• Strong judgment, prioritization, and problem-solving ability.
• Excellent written and verbal English.
• Working professional proficiency in Arabic is strongly preferred.
• Experience in fast-moving, high-expectation environments.

Required Skills

• Strong organizational and project management skills
• Expertise in social media management and scheduling tools
• Strong video ideation, scripting, and storytelling skills.
• Understanding of content analytics and insights (Meta Insights, TikTok Analytics, LinkedIn Analytics).
• Proficiency in tools like Canva, CapCut, or similar video editing apps.
• Understanding of influencer marketing workflows.
• Strong negotiation, communication, and interpersonal skills.
• Knowledge of community marketing and community engagement tools (WhatsApp Broadcast, Discord, Telegram, Facebook Groups).
• Strong written and verbal communication skills in English and Arabic
• Data-driven mindset to track and optimize performance metrics.

Ideal Candidate Profile

• A high-ownership operator who drives execution, not just coordination.
• Comfortable bringing urgency, clarity, and accountability to teams and systems.
• Naturally structured, disciplined, and detail-oriented in execution.
• Able to confront reality with data and communicate it clearly to leadership.
• Independent learner who builds systems and teaches others how to use them.
• Balanced between radical hospitality and strong operational standards.
• Relentless about follow-through and completion.