At a Glance
- Tasks: Lead customer success, manage key client relationships, and develop scalable support processes.
- Company: Fast-growing startup revolutionising the creator economy with AI-powered solutions.
- Benefits: Competitive salary, equity package, remote-first culture, and flexible working hours.
- Other info: Opportunity to influence product strategy and work with innovative AI technology.
- Why this job: Shape the future of customer success in a dynamic startup environment.
- Qualifications: Senior experience in customer success, strong leadership, and a builder's mindset.
The predicted salary is between 36000 - 60000 £ per year.
About Us
We’re a fast-growing startup, helping brands and agencies succeed in the creator economy. Our platform is evolving quickly — including AI-powered customer support — and we’re looking for a hands-on, senior customer leader to help us retain and grow our most important customers.
The Role
As Head of Client Services, you’ll lead our customer success function and work directly with our most strategic clients. You’ll manage and grow a small but ambitious team (currently 2 CSMs), design and improve how we onboard and support customers, and partner with product/engineering to shape the future of our AI-enabled support.
This role is both strategic and hands-on: you’ll be directly involved in key client relationships while building scalable systems and processes to help us grow.
What You’ll Do
- Own customer retention and expansion, with KPIs around churn reduction and growing average spend per client.
- Lead relationships with our largest customers (brands and agency groups), building trust and identifying opportunities to expand our partnerships.
- Manage and coach the Customer Success team (currently 2 people, scaling up over the next 6–12 months).
- Design and improve onboarding journeys, including self-serve education (videos, playbooks, online help, Intercom-style support).
- Collaborate with engineering and product teams to provide insights and content that power our AI-driven support — both technical and strategic/creative.
- Act as the voice of the customer internally, influencing product roadmap and company strategy.
- Develop scalable processes, reporting, and playbooks for customer success.
What We’re Looking For
- Senior-level experience in customer success, account management, or client services, ideally from an agency, media, or SaaS background.
- A track record of managing large, complex client relationships with revenue responsibility.
- Proven ability to grow accounts, not just retain them.
- Strong leadership skills with experience coaching small teams.
- A builder’s mindset — happy to roll up your sleeves and make things happen in a startup environment.
- Strategic thinker with commercial acumen, but hands-on and execution-driven.
- Comfortable working remotely, but flexible to travel for key client meetings in London.
Why Join Us
- Play a pivotal role in shaping how brands and agencies succeed with creators.
- Help define and grow the customer success function in a scaling startup.
- Work at the cutting edge of AI-enabled customer support.
- Competitive salary + meaningful equity package.
- Remote-first, flexible working.
No recruiters please.
Head of Client Services in Birmingham employer: CreatorOS
Join a dynamic and innovative startup that is at the forefront of the creator economy, where you will have the opportunity to shape the customer success function and directly impact the growth of our strategic client relationships. With a remote-first culture, competitive salary, and meaningful equity package, we foster an environment that encourages collaboration, creativity, and personal development, making it an excellent place for ambitious professionals looking to make a significant impact in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A personal connection can often get you noticed faster than a CV.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show us that you understand our mission and how you can contribute to our growth!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with our needs, especially in customer success and account management. We want to see your passion!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you note can keep you top of mind and show us you’re genuinely interested in the role.
We think you need these skills to ace Head of Client Services in Birmingham
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for customer success. Share specific examples of how you've built relationships with clients and helped them grow. We want to know what drives you in this field!
Tailor Your Experience:Make sure to highlight your relevant experience in customer success or account management. Use the job description as a guide and align your skills with what we’re looking for. This helps us see how you fit into our team!
Be Authentic:We love genuine personalities! Don’t be afraid to let your unique voice shine through in your application. Share your story and what makes you a great fit for the Head of Client Services role at StudySmarter.
Apply Through Our Website:To make sure your application gets to us directly, please apply through our website. It’s the best way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at CreatorOS
✨Know the Company Inside Out
Before your interview, make sure you understand the company's mission, values, and recent developments, especially in AI-powered customer support. This will help you align your answers with their goals and show that you're genuinely interested in their success.
✨Showcase Your Client Success Experience
Prepare specific examples from your past roles where you've successfully managed client relationships and driven account growth. Highlight your strategic thinking and hands-on approach, as this role requires both leadership and execution.
✨Demonstrate Leadership Skills
Be ready to discuss your experience in coaching and managing teams. Share how you've built a positive team culture and developed processes that enhance customer success. This will show that you can lead the small but ambitious team effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's future plans, particularly regarding their AI-driven support initiatives. This not only shows your interest but also gives you insight into how you can contribute to shaping their customer success function.
