Head of Client Success

Responsibilities

• Run the Client Retention Engine by building and enforcing the 0–100 day client journey
• Master high-stakes escalations and execute structured save plays for at-risk accounts
• Standardize churn-reducing behaviors including exit interviews and QBRs
• Train and manage Account Managers to drive retention, expansion, and CSAT targets
• Analyze churn trends and retention cohorts to optimize the service delivery system

Requirements

• Proven leadership in B2B Client Success, ideally within a high-growth agency
• Expertise in managing difficult client conversations and high-stakes escalations
• Strong ability to build and manage SOPs, health scores, and checklists
• Obsession with metrics such as churn rate, LTV, and NPS
• High standards for account management performance

Benefits

• Retention bonus for meeting or exceeding KPIs
• 15% net profit sharing for eligible team members
• Unlimited paid personal time off
• Flexible hours and up to 6 weeks of remote work per year
• 100% company-paid health insurance and annual airfare
• Relocation, visa, and initial accommodation support
• Professional development and training coverage
• Brand-new Apple Mac provided

About the Company

SEO Sherpa is one of the fastest-growing organic SEO agencies in the Middle East and North America, recognized by major industry publications and multiple search awards.