Head of Client Services

Knak Digital

Job Description

A digital service firm is seeking a Head of Client Services to lead client relationships and project delivery for its digital agency portfolio. This role owns senior-level client accounts and manages the project management team, with a defined path to Director tied to demonstrated new business contribution.

CORE RESPONSIBILITIES

Client Relationships & Team Leadership

Own senior-level client relationships across the portfolio, driving satisfaction, retention, and account growth
Lead the project management team: one-on-ones, performance reviews, development planning
Serve as escalation point for complex client issues

Project & Portfolio Oversight

Oversee enterprise digital implementation projects, on time and on budget, using agile and waterfall as appropriate
Set and manage client expectations, revising work plans as scope changes
Coordinate with design and SEO leads on account-level delivery (dotted-line coordination, not direct people management)

Business Development, Support Track

Support Sales on proposals and SOWs for existing-account expansion
Participate in pre-sales conversations when client relationship context is useful
Full new-client sourcing ownership and associated commission structure becomes available at Director level, once BD milestones are met

REQUIRED EXPERIENCE

7+ years in client services, project management, or account management leadership, preferably in a digital agency or professional services environment
Demonstrated experience managing project managers or similar client-facing teams
Experience managing enterprise-level website implementation projects
Strong communication, presentation, and negotiation skills

NICE TO HAVE

Experience with billing operations or financial reporting (this function reports to Finance/Ops, not this role, but familiarity is a plus for cross-team coordination)
Familiarity with CMS platforms (Drupal or similar), e-commerce frameworks (Shopify, Shopware), or PHP frameworks (Symfony). Training provided.

100-115k base, 150k OTE

Experience with Jira/Tempo, invoicing tools, or Google Analytics
Prior direct experience sourcing new business

Remote, Monday through Friday . Occasional travel for client meetings or company events.

Apply

Vacancy posted 26 days ago

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