Head of Client Experience for Martech Solution Providers

1 day ago


Mumbai, Maharashtra, India HR Interface Executive Search Services Full time

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 Overview

The 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.

Salary

The estimated salary for this position is ₹50-60 LPA, based on industry standards and location.

Job Description

As 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.
Required Skills and Qualifications

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.
Benefits

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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