Head of Client Experience for Martech Solution Providers
1 day ago
We are seeking a highly skilled and experienced professional to fill the role of Head - Customer Success (Martech experience only) at our client, a leading digital marketing and MarTech agency with a strong presence across India and UAE.
Company OverviewThe company specializes in delivering transformative digital solutions, including data analytics, digital media, UI/UX design, SEO, and content strategy. With a team of 300+ talented professionals in this part of the business & 2000+ employees & group company level in India, they have partnered with some of the world's most renowned brands, delivering award-winning work that has earned recognitions like Agency of the Year and Entrepreneurship of the Year.
SalaryThe estimated salary for this position is ₹50-60 LPA, based on industry standards and location.
Job DescriptionAs a successful candidate, you will drive client satisfaction, retention, and revenue growth. You will lead a high-performing team of Account Managers, Data Analysts, and Data Scientists, ensuring the delivery of exceptional results for clients. This leadership role demands expertise in churn management, up-selling, cross-selling, and farming accounts while fostering long-term, value-driven client relationships.
You will be responsible for:
- Leading and mentoring teams to ensure seamless service delivery.
- Developing and executing strategies to enhance retention, satisfaction, and revenue growth for clients.
- Maintaining customer health through tools and metrics such as NPS scores and customer health scores.
- Managing churn through predictive analytics and customer health tools.
- Designing and implementing onboarding processes, business reviews, and engagement plans to align company solutions with client needs.
- Collaborating with Sales and Delivery teams to grow client accounts by identifying new business opportunities.
To be successful in this role, you will need:
- 12+ years of experience in Customer Success, Client Relationship Management, or Account Management within the Advertising or MarTech industry.
- Proven success in reducing churn, growing accounts, and delivering outstanding client experiences.
- Strong leadership and team management skills with experience working cross-functionally.
- Hands-on experience or exposure to Data Analytics, Machine Learning, or Data Science.
- Excellent communication and presentation skills with a strong executive presence.
We offer a dynamic, collaborative environment that values innovation, excellence, and growth. Benefits include:
- Health Insurance (Family Cover)
- Rewards and recognition programs
- Opportunities for professional development
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