Head of Client Services

Eleven Writing is a premium content strategy and production partner for ambitious B2B brands. We help clients turn subject-matter expertise into content that builds authority, earns visibility across search and AI, and supports buyers from discovery through to decision.

Our work spans content strategy, expert-led production, SEO and AI discoverability, original research, thought leadership, digital PR and amplification, and performance reporting. Since opening in 2019, we have worked with brands including Marie Claire, Buddy Punch, Connecteam, Tech Radar, Hearst and Future plc.

The Head of Client Services connects the final stage of the sales process with onboarding, account leadership, retention and growth—bringing Eleven’s people and expertise together around each client.

Client leadership | Portfolio growth | Cross-functional coordination

You will lead Eleven's account management function, manage and develop the existing Account Managers, and personally own a selected portfolio of clients. With the Account Managers, you will also look across the entire client base to identify opportunities to deepen relationships, solve additional client problems and grow revenue sustainably and lead our Q  discussions.

You will be one of four functional leaders, alongside the Head of Organic Growth, Head of Editorial and Operations Director. You are not expected to carry every strategic, editorial or operational discipline yourself; you coordinate those capabilities with the Account Managers so clients receive joined-up support.

You own client relationships, the client-services system and portfolio commercial health, coordinating their expertise across the buyer journey. And as a member of the senior team, you will help shape Eleven's client strategy, service offering and priorities.

You will need to understand how different forms of content work together across the client's buyer journey, beyond SEO, GEO & AEO - building visibility, authority, trust and demand - while drawing on Eleven's SEO, AI visibility, editorial and amplification specialists where deeper expertise is required.

Reports to
: CEO/COO
Direct reports
:
Account Managers
Leadership
:
Member of Eleven's senior team
Location
:
Remote, with regular availability during UK and European business hours and possibility of traveling to London for occasional in-person team meetings

• Clients experience Eleven as a proactive strategic partner, not simply a content supplier.
• Account Managers have clear standards, strong support and regular coaching, and take confident ownership of their accounts.
• Client risks, margin issues and growth opportunities are identified early and acted on consistently across the portfolio.
• Existing clients buy more of the services that genuinely support their objectives, improving retention, value and profitability.
• The transition from sales to onboarding and delivery is smooth, with clear expectations and ownership from the outset.
• The Senior Team has clear portfolio visibility without unnecessary involvement in routine account coordination.

• Manage, coach and support Eleven's Account Managers, building their strategic, commercial and client-leadership capabilities.
• Set clear standards for client communication, forward planning, reporting, QBRs, risk management and escalation.
• Run regular portfolio reviews covering client health, retention risk, growth potential, scope, margins, delivery capacity and next actions.
• Allocate and rebalance accounts sensibly, ensuring clients receive the right level of service and expertise
• Improve and standardise account-management processes, templates and ways of working without removing the flexibility required for complex clients.
• Work with the Head of Organic Growth and Head of Editorial to give Account Managers the specialist coaching, tools and context they need.
• Improve and standardise account-management processes with support from Operations, including useful, current client knowledge bases and cheat sheets.
• Provide regular feedback, development support and clear accountability for performance.

• Work with each Account Manager to understand the full potential of every client and build practical retention and growth plans.
• Help identify valuable opportunities across our current and potential services, including content strategy, expert-led production, original research, thought leadership, SEO and AI…