VP, Client Success

Swayable
New York
Workplace: HybridFull timeUSD 170,000 - 220,000 annuallyFunction: Research & Scientific (R&D)Skills: ["Leadership","Coaching","Communication","Judgment","Cross-functional collaboration"]

Lead the Client Success team responsible for end-to-end relationships across brand and advocacy clients, setting the bar for client experience and ensuring strong retention. Own client retention and churn, coach the team’s client leadership, and enforce research methodology and QA standards across studies. Build scalable Client Success Operations—playbooks, workflows, tooling, and reporting—to improve forecasting, capacity planning, and efficiencies while translating recurring client needs into actionable input for Product.

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FursaFursa
Swayable
Swayable
1 month ago

VP, Client Success

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead the Client Success team responsible for end-to-end relationships across brand and advocacy clients, setting the bar for client experience and ensuring strong retention. Own client retention and churn, coach the team’s client leadership, and enforce research methodology and QA standards across studies. Build scalable Client Success Operations—playbooks, workflows, tooling, and reporting—to improve forecasting, capacity planning, and efficiencies while translating recurring client needs into actionable input for Product.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Research & Scientific (R&D)
Seniority: Sr. Director level

Key Responsibilities

  • •Ensure client satisfaction, demonstrated value, and continued usage across the portfolio.
  • •Represent Client & Research Success in cross-functional and leadership forums by surfacing account health, resourcing needs, and methodology gaps to inform planning.
  • •Coach and uplevel the team on commercially minded behaviors, including proactively identifying expansion and upsell opportunities with Account Management.
  • •Own client retention and churn by identifying risks early, driving strong client outcomes, and taking action to protect and grow key relationships.
  • •Enforce research methodology and QA standards across client studies and build scalable Client Success Operations playbooks, workflows, tooling, and reporting infrastructure.

Pay and Benefits

Salary: USD 170,000 - 220,000 annually
Perks:Health InsuranceDentalVisionPaid LeaveEquity Options401kFsaLearning Budget

Key Requirements

  • •10+ years in client success, account management, or professional services, including several years leading and scaling a team in a high-growth SaaS, agency, consultancy, or research environment.
  • •Own end-to-end client relationships for major brands or complex organizational clients, including retention, expansion, and escalation management.
  • •Strong grounding in research methodology and quantitative analysis (e.g., RCT design, survey and market research), with ability to enforce quality and rigor standards.
  • •Build and scale operational infrastructure such as playbooks, workflows, tooling, capacity planning, and reporting to support team and client growth.
  • •Commercially minded client management with a track record of identifying expansion opportunities and partnering with sales/account management to act on them.
Experience:SaaSAgencyConsultancyResearchQuantitative research
Skills:LeadershipCoachingCommunicationJudgmentCross-functional collaboration

Company Brief

Swayable
Provides rapid experimental testing and measurement of persuasive messaging using behavioral science and AI to predict how audiences will respond to ads, content, and communications for marketers, campaigns, and organizations.
Industry: SaaS
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Headquarters: Boston, United States
Founded: 2016
WebsiteLinkedIn