Head of Client Services

Head of Client Services

Location: New York, Hybrid

Salary: $230,000 - $250,000 plus Share Options

Reporting to: VP of Brand Experience

About Us

Duel is a SaaS company on a mission to make Brand Advocacy the industry-standard philosophy for building brilliant retail brands. Founded by world record-breaking adventurer and former brand ambassador Paul Archer, we exist to show that companies built for advocacy can change the world.

In today’s hyper-connected world, where social media is twice the size of all other media channels combined and entirely user-generated, the most successful brands are those investing in people and community, not ads.

The Duel Brand Advocacy Solution enables enterprise brands to do just that. We’ve onboarded over 60 influential brands including Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, LUSH, and Elemis. Our global team of 60+ spans New York City and London, bringing together psychologists, brand experts, and community builders who combine cutting-edge brand expertise with deep SaaS experience.

Backed by top European VCs, Duel recently announced a $16 million Series A, accelerating our U.S. growth and bringing our AI-driven product vision to life,  equipping brands with the tools to drive growth through thousands of advocates, customers, creators, and brand ambassadors.

The Role

As the Head of Client Services, you’ll be our "Partner to the Customer" and the architect of how we deliver remarkable experiences at scale.

You’ll build your team, partner directly with sales, brand strategy and implementation teams to build a high-performing agency grade client services function, that drives measurable impact and lasting brand relationships. You’ll create one cohesive motion. No diluted accountability. Every account has a single strategic owner. If it’s unclear, it’s you who decides.

You won't be just managing accounts, you will redefine  how enterprise beauty, fashion, luxury & CPG brands turn customers into advocates. You won’t be stepping into a playbook; you’ll be writing it. This isn’t a traditional client services leadership role. It’s a full-spectrum opportunity to own the brand journey end-to-end.. from strategic account management and customer success to renewals, expansions, and commercial growth.

This role is a step-change from just client relationships to becoming the holistic architect of how Duel's SaaS technology delivers gross advocacy value to its brands. You’ll be responsible for scaling our retention, engagement, and expansion motions with enterprise brands. 

This leadership role requires a blend of hands-on strategic delivery, team leadership, and the ability to operate at the intersection of agency-grade client services and the commercial rigor of SaaS.

We’re Looking for Someone Who Will…

• Run one team with clear lanes: Client Services leads and owns the relationship; Managed Services ensures execution quality; Project Management keeps us on time and on budget. You ensure these parts move as one. No diluted accountability. Every account has a single strategic owner. If it’s unclear who decides. It's you.

• Lead hands-on. Step into a tricky renewal or triage a program risk, then step back. Be creative, pattern recognition and proactive ideas rooted in market and client context, not decks for their own sake.

• Create clarity around client forecasts, upsell/cross-sell opportunities, deliverables, and relationship strategy.

Client Services Strategy & Leadership

• Build a scalable client service program that drives satisfaction, retention, and growth. This includes managing the post-sale customer lifecycle, leading a team of CSMs, and owning renewals, expansions, deal structuring, and commercial excellence.

• Build and lead a high-performing team of Client Services Directors/Managers; mentor, set standards, and raise the bar.

• Install your operating playbook: account planning, forecasting, renewal/expansion motions, and executive communication standards.

• Model crisp writing and executive presence. We tell the truth, we quantify outcomes, and we don’t overpromise.

• Own the operating model. Stand up a scalable CS system with clear segmentation (enterprise vs. commercial), portfolio health reviews, expansion rituals, and a fast-moving executive escalation path.