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About the Role

Lead the North American Enterprise & Strategic Client Success team, building a high-performing group that ensures strategic clients maximize value from WGSN's products and services. This role combines people leadership with commercial thinking to drive client outcomes and shape the future of Client Success in North America.

Responsibilities

Develop and execute the Client Success strategy for Enterprise and Strategic accounts across North America.
Partner with 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 organization, supporting strategic decision-making and regional leadership initiatives.
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.
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.
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.
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.
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.

Requirements

Significant experience in Client Success, 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.

Skills

Client Success
Customer Success
Account Management
Leadership
Commercial Acumen
Client Retention
Client Growth
Team Development
Communication
Influencing
Customer Success Methodologies
Client Lifecycle Management
Strategic Account Planning
Product Knowledge
Cross-functional Collaboration
Sales
Product
Executive Leadership
Analytical Skills
Problem-Solving
Data Analysis
Organizational Skills
Time Management
Continuous Improvement
Innovation
People Development
Coaching
Consultative Selling

Location

North America

Work Type

Hybrid
Flexible working environment

Experience Level

Head of
Senior leadership

Salary/Compensations

$90,000 - $100,000

Benefits

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.
6 weeks of paid Parental Leave.
401(k) Retirement Savings Plan with WGSN match.
Dental and Vision plans with MetLife.
Health Care with Anthem & Blue Cross Blue Shield.
Life Insurance, AD&D, Short and Long-Term Disability coverage at no cost.
Mental Health support including Employee Assistance Program and virtual care options.

About the Company

WGSN is the global authority on consumer trend forecasting, helping brands create the right products at the right time for tomorrow’s consumer.
WGSN's trusted consumer and design forecasts power outstanding product design, enabling customers to create a better future.
Services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink, sports and outdoors forecasting, data analytics, and expert advisory.
An inclusive culture is a key priority, fostering a diverse team that brings new ideas, different strengths, and perspectives.
Committed to supporting the environment and sustainability, aiming for net zero by 2030.
Recognises great performance through Awards schemes.
Offers a flexible working environment with a wide range of flexible, hybrid, and agile working arrangements.
Encourages conversations about flexible working.

Equal Opportunity

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.