Head of Business & Customer Success

About the role

The Head of Business & Customer Success will lead client relationships and drive growth for a fast‑moving PR and community agency. Reporting to senior leadership, you will ensure high customer satisfaction, retention and revenue expansion across key accounts.

Key responsibilities

• Own the overall customer success strategy, setting goals for satisfaction, health and retention.
• Manage and nurture key accounts, coordinating internal teams to deliver strategic communication and PR services on time and within scope.
• Monitor performance metrics, identify upsell and cross‑sell opportunities, and proactively resolve client issues.
• Develop and implement processes that improve the customer experience and produce regular reports for leadership.
• Collaborate on business development proposals, pitches and new client acquisition initiatives.
• Mentor and coach team members, promote best practices in account management, and shape the agency’s long‑term customer success framework.

Required profile

• Proven customer success and retention expertise, preferably in PR, communications or agency environments.
• Strong account management background with a focus on building long‑term, trust‑based client relationships.
• Excellent written and verbal communication, with stakeholder management experience.
• Analytical ability to interpret data, track metrics and make data‑driven decisions.
• Demonstrated leadership in managing multiple projects and remote teams.
• Track record in business development, sales strategy or revenue growth, including upselling and cross‑selling.