Remote

About Eleven

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, BuddyPunch, Connecteam, TechRadar, Hearst and Future plc.

The role

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 QBR 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.‍

What success looks like

• 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.

Key responsibilities

Lead the account management function

• 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.

Maximise opportunities across the client portfolio

• 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 discoverability, repurposing, digital PR and wider amplification.
• Develop practical account growth plans and help Account Managers turn opportunities into well-framed recommendations and proposals.
• Ensure recommendations are rooted in genuine client need and likely impact, rather than pursuing growth for its own sake.
• Use client-level revenue, cost and margin information to spot scope creep, delivery inefficiencies and opportunities to improve commercial performance.

Manage select client accounts

• Act as the principal day-to-day contact for a selected portfolio of accounts.
• Build trusted relationships with clients, understand their business objectives, audiences, ICPs, buyer journeys and internal pressures, and help translate these into clear priorities and deliverables.
• Develop and evolve broader content strategies with support from Eleven's SEO, AI visibility, editorial and amplification specialists.
• Coordinate writers, editors, strategists and external partners to deliver consistently high-quality work.
• Maintain control of scope, deadlines, budgets, delivery efficiency and client expectations.
• Contribute to client meetings, performance reviews and QBRs, ensuring results are communicated effectively and there are clear recommendations on next steps
• Resolve issues quickly and professionally while protecting the quality of the client relationship and Eleven's commercial position.

Connect sales, onboarding and client evidence

• Ensure commitments made during the sales process are properly handed over and reflected in onboarding, account plans and delivery.
• Coordinate onboarding with the Account Manager, Head of Organic Growth, Head of Editorial and Operations Director so objectives, standards, scope, resourcing and any delivery risks are clear from the outset.
• Working with Account Managers and the relevant functional leads, identify and develop the case studies, testimonials, results and evidence needed to demonstrate Eleven’s value and support future sales.

Contribute as a senior-team member

• Bring an informed client and commercial perspective to decisions about Eleven's ICP, product roadmap and 3-, 6- and 12-month priorities.
• Report clearly on client health, retention risks, growth opportunities, team capacity and recurring delivery issues.
• Use patterns from client conversations to help shape new or improved services and identify where additional capabilities are required.
• Contribute to company forecasting, resource planning and decisions about which opportunities offer the best balance of value, effort and margin.
• Lead agreed cross-functional initiatives and follow through on actions, owners and deadlines.
• Help build a focused, collaborative and accountable senior-team culture.

Skills and experience

Essential

• Significant experience in a senior account management, client services, content strategy or related agency role.
• Experience managing and developing Account Managers or other client-facing team members.
• A strong understanding of B2B content strategy and how content supports discovery, authority, buyer education, demand and conversion across the full customer journey.
• A commercially confident approach to client retention, account growth, scoping, prioritisation and margin management.
• Excellent editorial judgement and the ability to recognise whether content is clear, credible, useful and appropriate for its intended audience.
• A strong working understanding of SEO and the evolving role of AI in content discovery, without treating either as the sole purpose of content.
• Familiarity with tools such as Ahrefs, Semrush, Google Analytics and Google Search Console, and with the opportunities and limitations of current AI-visibility measurement.
• The ability to interpret performance data, draw sensible conclusions and communicate recommendations clearly to clients and colleagues.
• Excellent written and verbal communication, including confident leadership of senior client conversations.
• Strong organisation, judgement and attention to detail, with the ability to balance strategic work and hands-on delivery in a remote environment.

Desirable

• Experience working with high-value or complex B2B retainers, particularly for SaaS, technology or other expertise-led businesses.
• Experience with original research, thought leadership, digital PR, content amplification or integrated organic-growth programmes.
• Experience helping an agency improve its client-service model, proposition, proposal process or commercial performance during a growth phase.
• Experience contributing to pitches, developing strategic responses and producing persuasive proposals.

Personal qualities

• Strategic and hands-on: able to see the bigger picture and translate it into action, while being prepared to roll up their sleeves, get into the detail and personally drive work forward. 
• A natural doer: takes ownership, follows work through to completion and is as comfortable producing the work as directing others. 
• Commercially aware without being sales-led at the expense of client value.
• Proactive and curious: regularly brings ideas and recommendations rather than waiting to be asked.
• Warm, confident and credible with senior clients and colleagues.
• A clear and supportive manager who sets high standards and gives constructive feedback.
• Comfortable with ambiguity and able to create structure where processes are still evolving.
• Collaborative and low-ego, drawing on specialists and making their expertise more valuable.
• Committed to quality, authenticity and recommending what is genuinely right for the client.

Why join Eleven?

• Meaningful influence: join the senior team and help shape Eleven's client strategy, services and next stage of growth.
• High-quality work: collaborate with ambitious clients and a network of experienced specialist writers, editors and strategists.
• A role you can build: establish clearer standards and systems while retaining the flexibility and judgement that excellent client service requires.
• Remote and flexible working: organise your time with autonomy while remaining available for clients, colleagues and agreed meetings.
• A supportive culture: work in a collaborative environment where openness, fairness, good judgement and high standards matter.

Pay and logistics

• Remote and flexible, with regular availability during UK and European business hours.
• Most working hours can be arranged flexibly, although client calls, team meetings and senior-team sessions will take place at agreed times.
• Regular in-person senior-team meetings in London will form part of the role.
• Pay range from £27 to £32 per hour . Expected hours and remuneration will be agreed based on experience, availability and the final engagement structure.
• The ideal candidate will start fractionally (e.g. 20 hours per week) and move to 35 hours per week thereafter.