Head of Client Services, North America

Job Description

Job Description

The role

We're looking for an experienced Head of Client Services to lead our North American Enterprise & Strategic Client Success team.

Salary range - $90,000 - $100,000.

This role is responsible for building a high-performing team that partners with WGSN's most strategic clients, ensuring they realise maximum value from our products and services. You will combine exceptional people leadership with commercial thinking, coaching your team to deliver outstanding client outcomes while helping shape the future direction of Client Success across North America.

Working closely with Sales, Product, Consulting and senior leadership, you'll champion best practices, strengthen our client engagement strategy and develop the next generation of Client Success talent.

Working at WGSN

Together, we create tomorrow 

A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We're a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and much more, united by a common goal: to create tomorrow. 

WGSN's trusted consumer and design forecasts power outstanding product design, enabling our customers to create a better future. Our services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink, sports and outdoors forecasting, data analytics and expert advisory. If you are an expert in your field, we want to hear from you. 

Role overview 

As Head of Client Success, you will lead a team of 5–10 Client Success Partners responsible for WGSN's largest Enterprise and Strategic accounts across North America.

Beyond day-to-day team leadership, you will play a critical role in defining how Client Success operates at the highest level. You will develop strategic initiatives that improve client retention, drive adoption of WGSN's products, support commercial growth and ensure our teams consistently deliver exceptional customer experiences.

This is a highly collaborative leadership role that requires strong coaching skills, commercial acumen, and deep product knowledge.

The team

We have a high-performing team that is diverse and based across the US and in São Paulo, Brazil. The Client Success team works within the North American sales team. The team has worked incredibly hard over the past year to achieve outstanding results. They are true winners!

You will be joining this integral team, where support, learning, and team spirit will help you settle into the role comfortably.

Key accountabilities

Strategic Leadership 

• Develop and execute the Client Success strategy for Enterprise and Strategic accounts across North America.

• Partner with the other leaders of Client Success to shape regional priorities, operational excellence and long-term business objectives.

• Identify opportunities to improve client engagement, retention, adoption and long-term value.

• Champion innovation and continuous improvement across Client Success processes, tools and ways of working.

• Serve as a senior leader within the North American Client Success organisation, supporting strategic decision-making and regional leadership initiatives.

Team Leadership & Development

• Lead, coach and inspire a team of 5–10 Client Success Partners supporting Enterprise and Strategic clients.

• Foster a high-performing, collaborative culture focused on accountability, client excellence and continuous learning.

• Recruit, onboard and develop top Client Success talent.

• Conduct regular coaching, performance reviews and career development planning.

• Create succession plans and identify future leaders within the team.

• Build deep product expertise and consultative selling skills across the team through ongoing training and mentoring.

Strategic Client Success

• Coach Client Success team members on executive stakeholder engagement, account planning and value-based conversations.

• Support complex client relationships by participating in Executive Business Reviews and strategic customer meetings when required.

• Ensure onboarding and adoption strategies drive measurable client outcomes and long-term success.

• Partner with Sales to support renewals, expansion opportunities and commercial growth.

• Drive consistency in client engagement methodologies and best practices across the team.

Product Leadership & Knowledge

• Develop and maintain expert knowledge of WGSN's products, content and strategic roadmap.

• Ensure the team remains highly knowledgeable and confident in presenting WGSN's solutions.

• Translate new product launches and content initiatives into compelling client value propositions.

• Partner with Product, Advisory and Content teams to share customer feedback and influence future enhancements.

Performance & Operational Excellence

• Own team performance across retention, adoption, engagement, customer satisfaction and commercial KPIs.

• Monitor portfolio health and proactively identify client risks and growth opportunities.

• Use performance data and client insights to drive continuous improvement initiatives.

• Champion AI and automation tools that improve efficiency while enhancing the client experience.

• Ensure consistent execution of Client Success processes and operational standards.

Cross-Functional Leadership

• Act as the voice of Enterprise and Strategic clients across the business.

• Collaborate closely with Sales, Product, Marketing, Advisory and Content teams to deliver a seamless client experience.

• Support regional and global Client Success initiatives, sharing best practices and driving alignment.

• Build strong partnerships across commercial teams to deliver exceptional customer outcomes.

Skills, Experience & Qualifications

• Significant experience in Client Services, Customer Success, Account Management or a related client-facing leadership role.

• Proven success leading high-performing Client Success teams supporting Enterprise or Strategic customers.

• Experience recruiting, onboarding, coaching and developing high-performing teams.

• Strong commercial acumen with experience driving client retention, growth and long-term value.

• Exceptional leadership, communication and influencing skills.

• Deep understanding of customer success methodologies, client lifecycle management and strategic account planning.

• Strong product knowledge with the ability to translate complex solutions into client value.

• Experience partnering cross-functionally with Sales, Product and Executive Leadership.

• Strong analytical and problem-solving skills with experience using data to drive business decisions.

• Highly organised with the ability to manage multiple priorities in a fast-paced environment.

• Passion for continuous improvement, innovation and developing people.

What we offer

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:

- Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days. WGSN also observes the 12 Federal holidays. We also offer 6 weeks of paid Parental Leave.

- 401(k) Retirement Savings Plan – allows employees to save and invest for their own retirement on a tax deferred basis. WGSN matches 50% of the first 6% contributed by employees.

- Dental and Vision plans with MetLife

- Health Care with Anthem & Blue Cross Blue Shield

- Life Insurance, AD&D, Short and Long-Term Disability - all eligible employees receive coverage at no cost through Metlife

- Mental Health – WGSN provides many ways for employees to access mental health care including an Employee Assistance Program and inpatient, outpatient and virtual care if enrolled in an Anthem medical plan. Our EAP is available to all permanent staff, regardless of if you elect benefits.

More about WGSN

WGSN is the global authority on consumer trend forecasting.

We help brands around the world create the right products at the right time for tomorrow’s consumer.

Our values 

We Are Everywhere

The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.

We Are Future Focused

We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.

We Are Rigorous

We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.

Our culture 

An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.

Inclusive workforce

We are committed to supporting the environment and sustainability , including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.  

Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.

We offer a flexible working environment with a wide range of flexible, hybrid and agile working arrangements. Conversations about flexible working have always been—and will continue to be—actively encouraged here, but we do not offer full remote working.

We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.

A Note for Applicants

We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.

A Note for Recruiters 

Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.