At a Glance
- Tasks: Lead customer success, manage key client relationships, and improve onboarding processes.
- Company: Fast-growing startup revolutionising the creator economy with AI-powered support.
- Benefits: Competitive salary, equity package, and remote-first flexible working.
- Other info: Opportunity to grow a team and influence company strategy.
- Why this job: Shape the future of customer success in a dynamic startup environment.
- Qualifications: Senior experience in customer success with strong leadership and strategic thinking skills.
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 Derby employer: CreatorOS
Join a dynamic startup that is at the forefront of the creator economy, where you will have the opportunity to shape the customer success function and work closely with leading brands and agencies. Our remote-first culture promotes flexibility and innovation, while offering competitive salaries and meaningful equity packages, ensuring that you are rewarded for your contributions. With a focus on personal growth and a collaborative environment, this role is perfect for those looking to make a significant impact in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Derby
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Client Services role. Personal recommendations can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their platform, their clients, and how they’re leveraging AI in customer support. This will help you showcase your strategic thinking and hands-on approach during discussions.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've managed and coached teams in the past. Highlight your experience in building scalable processes and how you’ve successfully grown client accounts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our fast-growing startup.
We think you need these skills to ace Head of Client Services in Derby
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 strong client relationships and driven growth in previous roles. We want to know what makes you tick!
Tailor Your Application:Make sure to customise your application to reflect the job description. Highlight your experience in managing complex client relationships and your ability to lead a team. We love seeing candidates who take the time to align their skills with our needs.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand how your experience fits the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
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 and how they operate in the creator economy. Familiarise yourself with their AI-powered customer support features and think about how you can contribute to their growth.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience managing teams and client relationships. Share specific examples of how you've successfully coached team members or expanded client accounts, as this role requires strong leadership and a hands-on approach.
✨Prepare for Strategic Discussions
Think about how you would design onboarding journeys and improve customer retention. Be ready to share your ideas on scalable processes and how you can influence product development based on customer feedback.
✨Demonstrate Your Builder’s Mindset
This is a startup environment, so highlight your ability to roll up your sleeves and get things done. Share examples of past experiences where you've taken initiative and made a tangible impact, showing that you're not just a strategic thinker but also execution-driven.
