[Hiring] Practice Lead @Skaled Consulting

Role Description

The Practice Lead is responsible for driving retention, expansion, strategic client advisory, and the successful adoption of Skaled's client delivery model across the customer base. This role sits on Skaled's leadership team and serves as the executive owner for client success, account health, client growth, and the ongoing evolution of how Skaled delivers value to clients.

The Practice Lead will lead and manage Account Managers, partner closely with delivery leadership, and act as a strategic advisor to Skaled's customer base. This role is responsible for ensuring clients receive proactive guidance, measurable business impact, and a clear path to continued partnership with Skaled.

A key priority for this role will be deploying Skaled's new pod model across the current client base, helping clients understand how the model improves support, accountability, strategic alignment, and outcomes.

Core Responsibilities

• Lead, Manage, and Hold Account Managers Accountable
  • Lead and mentor Skaled's Account Managers to ensure strong client relationships, proactive account management, retention, and expansion across the customer base.
  • Hold Account Managers accountable for client health, relationship quality, retention, expansion opportunities, and account plans.
  • Establish clear expectations, operating rhythms, and performance standards for the AM function.
  • Provide structured feedback on account strategy, client communication, renewal planning, and expansion motions.
  • Ensure Account Managers are proactively identifying risks, surfacing opportunities, and maintaining strong client relationships.
  • Build a high-performance culture rooted in ownership, urgency, accountability, and client impact.
  • Partner with delivery leaders to ensure AMs are aligned to engagement execution, scope, client sentiment, and business outcomes.
• Serve as Strategic Advisor to the Customer Base
  • Act as a senior strategic advisor to Skaled's clients, ensuring relationships are executive-led, outcome-oriented, and connected to each client's business priorities.
  • Own and strengthen executive-level relationships across key client accounts.
  • Serve as a trusted advisor to clients on revenue strategy, sales transformation, GTM execution, operational improvement, and AI-first transformation.
  • Understand each client's business goals, priorities, challenges, success metrics, and internal dynamics.
  • Partner with Account Managers and delivery teams to ensure client strategy is connected to measurable business outcomes.
  • Lead or support executive business reviews, strategic roadmap discussions, renewal conversations, milestone reviews, and high-stakes client meetings.
  • Bring a clear point of view to clients on where Skaled can drive additional value.
  • Ensure clients understand the value being delivered and the path to continued impact.
• Drive Retention, Upsell, and Account Growth
  • Own the commercial health of the customer base by driving retention, identifying expansion opportunities, and ensuring Skaled is positioned for long-term client growth.
  • Own client retention strategy across the customer base.
  • Partner with Account Managers, sales, and delivery leadership to identify and pursue upsell and expansion opportunities.
  • Develop proactive account growth plans for priority clients.
  • Ensure renewal conversations are strategic, timely, and grounded in measurable value delivered.
  • Identify opportunities to expand Skaled's footprint within existing client accounts.
  • Support executive-level client conversations tied to renewals, expansions, scope evolution, and long-term partnership planning.
  • Monitor account health, client satisfaction, scope alignment, and risk indicators.
  • Partner cross-functionally to address client concerns before they become retention risks.
  • Balance client impact with commercial performance, profitability, and long-term account potential.
• Deploy and Operationalize the Pod Model
  • Lead the rollout and adoption of Skaled's new pod model across the current client base, ensuring clients understand the structure, benefits, and intended outcomes.
  • Bring current clients into the conversation around how the pod model will support their goals and improve the client experience.
  • Clearly communicate the purpose, value, and operating model of the pod structure to clients.
  • Partner with internal leaders to define how pods operate across account management, delivery, strategy, and execution.
  • Ensure Account Managers and delivery teams are aligned on roles, responsibilities, communication rhythms, and escalation paths within the pod model.
  • Identify where the pod model may need to be adapted based on client size, complexity, scope, or strategic importance.
  • Monitor client feedback and adoption of the pod model, making recommendations for improvement.
  • Ensure the pod model strengthens accountability, client experience, retention, and expansion.
• Provide Leadership Team Partnership and Cross-Functional Leadership
  • Serve as a member of Skaled's leadership team and partner across functions to improve the customer experience, strengthen delivery, and inform company strategy.
  • Sit on Skaled's leadership team and represent the voice of the customer across company decision-making.
  • Surface client trends, risks, opportunities, and feedback to inform company priorities.
  • Partner with delivery, operations, sales, product, and executive leadership to improve the end-to-end client experience.
  • Help shape Skaled's client success strategy, account management model, and retention/expansion motion.
  • Partner with leadership to improve operational consistency, delivery quality, and client outcomes.
  • Support internal change management related to the pod model, account management expectations, and customer success processes.
  • Identify opportunities to improve how Skaled communicates value, manages accounts, and grows client relationships.
  • Contribute to company-level planning, forecasting, client health reporting, and growth strategy.
• Support Client Delivery Quality and Commercial Performance
  • Partner with delivery leadership to ensure client work is high-quality, commercially sound, and aligned to client goals.
  • Maintain visibility into key client engagements, account health, and delivery performance.
  • Partner with delivery leaders to ensure scope, strategy, and execution are aligned to client expectations.
  • Support escalation management for at-risk clients or complex client situations.
  • Ensure clients are receiving measurable value from Skaled's work.
  • Partner with internal teams to connect delivery outcomes to renewal, upsell, and expansion opportunities.
  • Support engagement profitability by identifying scope misalignment, underutilization, over-servicing, or expansion needs.
  • Help ensure client-facing work reflects Skaled's standards, quality bar, and strategic positioning.
  • Provide senior oversight when client relationships, retention, or growth opportunities require executive involvement.

Qualifications

• Experience leading client success, account management, consulting delivery, revenue strategy, RevOps, GTM transformation, or related client-facing teams.
• Proven ability to lead and develop Account Managers or client-facing account teams.
• Strong executive presence and ability to manage senior client relationships.
• Demonstrated success driving client retention, renewals, upsell, and account expansion.
• Experience building account plans, client health frameworks, renewal motions, or expansion strategies.
• Strong understanding of B2B revenue organizations, sales processes, customer journeys, and go-to-market strategy.
• Ability to serve as a strategic advisor to clients and connect Skaled's work to measurable business outcomes.
• Experience deploying or improving client delivery models, account team structures, or pod-based operating models preferred.
• Strong commercial acumen with the ability to connect client experience to revenue, retention, profitability, and growth.
• Comfort operating cross-functionally with leadership, operations, sales, product, and delivery teams.
• Ability to manage complex client situations, escalations, and executive-level conversations.
• AI strategy or AI implementation experience preferred.

Success Metrics

• Client retention across assigned customer base.
• Upsell, expansion, and renewal performance.
• Health and growth of priority client accounts.
• Account Manager performance and development.
• Successful rollout and adoption of Skaled's pod model across current clients.
• Strength of executive-level client relationships.
• Client satisfaction and achievement of defined success metrics.
• Account growth plans created and executed for priority clients.
• Improved visibility into account health, risks, and expansion opportunities.
• Engagement-level commercial health, including profitability, scope alignment, and value realization.
• Leadership team contribution to company strategy, customer experience, and client growth.

Location

Fully remote, U.S.-based. Some travel will be required for on-site client work.

Compensation Overview

The Practice Lead compensation plan is designed to reward performance across client retention, expansion, customer health, profitability, and leadership of Skaled's client success function. This role has a total annual base salary of between $225-250,000, and bonus opportunity up to 40% of base salary, for a total OTE of $315,000-350,000.