About Invisible
Invisible is the operations innovation company transforming how companies are built and run.
We are a tech-enabled service providing solutions to the world’s most complex business problems. Driven by our proprietary process orchestration platform, we seamlessly integrate advanced AI and automation with a global network of over 3,500 experts. This powerful combination delivers new capabilities and eliminates barriers to execution for our clients, unlocking unprecedented efficiency, scale, and growth opportunities.
Invisible has experienced exponential growth, quadrupling in size year over year for the past three years. At the beginning of 2024, we surpassed an Annual Recurring Revenue (ARR) of $100 million and continue to grow at speed. Operating as a profitable business, we maintain near complete ownership, with a firm foundation built on creating long-term shareholder value. We are excited to offer substantial equity compensation as part of our commitment to our team, presenting life-changing opportunities for our partners.
About the Client Service Team:
At Invisible, we partner with the leading AI firms and Fortune 500 enterprises across a wide range of industry verticals and use cases. We collaborate end-to-end–to deeply understand our clients’ needs, then to map, design, build, and automate processes to unlock speed, efficiency, and quality results at scale. The Client Service Team will partner closely with our Operations function to oversee and manage our strategic client relationships. This team will ensure that Invisible is and remains a strategic and trusted advisor to our clients, playing a core role in the company’s longer-term strategy to strengthen and diversify revenue.
About The Role
As Head of Client Service at Invisible, you will build, manage, lead, and scale the Client Service function. You will set Invisible’s strategy to strengthen, protect and preserve our client relationships, by reimagining and overseeing the client journey end-to-end and developing the systems to track the health of our book. You will identify, manage, and develop world-class account managers, who are deeply specialized and consultative in their relationships.
What You’ll Do
- Develop, manage and scale a large-scale Client Service organization and complements our existing operational delivery functions.
- Reimagine the client journey end-to-end, and and develop the frameworks and strategies for overseeing their experience, service levels, and engagement
- Collaborate with cross-functional teams, such as Product, as the voice of the customer to adapt our client-facing offerings, products, reports, and user experiences
- Lead (identify, manage, develop) senior account managers with goals and incentives to retain and expand our large expertise accounts
- Create Client Services tools and metrics to manage the book systematically, ultimately to perceive and maximize profitability, client satisfaction, and retention
- Partner with Growth to GTM in new industry verticals
- This role may require light travel (<1 week/month), like Sales + Partnerships
What We Need
- 10+ years experience scaling a large, Client Service function (or similar) at a hyper-growth organization functions, ideally scaling beyond $100M ARR to ~$500M in ARR
- Experience leading a large-scale function within a fast-paced, scaling company, ideally within technology-enabled professional services, and/or consulting
- Demonstrated experience in designing and setting commercial strategy, including designing systems to forecasting risks, developing account strategies, and navigating complex enterprise contracting.
- Executive-level operating manager, with the ability to manage world-class relationship and account managers who are experts in their craft; serve as an escalation point to proactively anticipate and navigate client-related needs.
- Proven success in managing sophisticated, technical customers at scale in client service or account management roles, with a track record of upsell and expansion.
- Highly professional, with excellent written and verbal communication skills, meticulous attention to detail and effective prioritization, comfort engaging at all executive-levels.
What’s In It For You
We believe in recognizing exceptional work with exceptional benefits. That’s why we empower our Partners to work remotely around the world on a schedule that suits their lifestyle. Our Partner Pay Model is fully transparent and designed for co-ownership, recognizing that professionals have unique needs. We balance profitability and growth by reinvesting annual profits to fuel expansion and fairly compensate our partners. With over 65% ownership already in the hands of our partners, we are committed to achieving 100% partner ownership. Moreover, our leadership team is legally obligated to buy back partner shares according to a formal liquidity plan. This ensures a clear path for those who choose to sell their stake in the company.
Compensation:
- Base: $185,000
- Base + Bonus Target: $285,000
- This role is eligible to participate in Invisible’s equity plan.
The amount listed above is the expected annual base salary for this role, subject to change.