Head - Customer Success (Martech Experience only)

13 hours ago

Mumbai, India HR Interface Executive Search Services Full time

Note for applicant:

We will let you know the name of the company during the application process so you can go ahead & apply. Your cv will not be sent anywhere without discussing the opportunity with you.

Pls go through the complete JD THOROUGHLY before applying.

Pls Apply ONLY if you have deep experience in the Martech/Adtech industry

About: HR Interface Executive Search has been mandated to hire for our client, a leading full-service digital marketing and MarTech agency with a strong presence across India and UAE . They specialize 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 . Their vibrant, inclusive, and collaborative work culture makes them a preferred place for growth, innovation, and excellence.

With a client roster that includes brands including Disney, Amazon Prime Video, Swiggy, Kotak 811, KFC, Amazon miniTV, Bisleri, Study in India (EdCIL), Nuawoman, EC-Council, Parcos, Club Mahindra, RBL Bank, LTIMindtree, MSD Pharma, Narayana Hospitals, ET Money, Snapdeal, Celevida Wellness (Dr. Reddy’s), Cashe, PaySense, LazyPay , among others, they're a rapidly growing choice for marketers.

Designation: Head - Customer Success

Company: Digital Marketing/Media Agency (part of global Media giant)

Employees : 2000+ employees at group company level in India.

Experience : Minimum 12 years of relevant experience in Customer Success for Martech/Adtech companies.

CTC on Offer : 50 to 60 LPA

Location : Andheri (East), Mumbai, India

Work Days : 5 day work week.

Position Overview:

HR Interface Executive Search is recruiting for the position of Head - Customer Success (Martech experience only). 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. Candidates with exposure to Data Analytics, Machine Learning, or Data Science will have an edge.

Key Responsibilities

  • Lead and Mentor Teams: Oversee a team of Account Managers, Data Analysts, and Data Scientists to ensure seamless service delivery.
  • Customer Success Strategy: Develop and execute strategies to enhance retention, satisfaction, and revenue growth for clients.
  • Customer Health Monitoring: Establish tools and metrics to measure customer satisfaction, usage, and engagement (e.g., NPS scores, customer health scores).
  • Churn Management: Utilize predictive analytics and customer health tools to proactively identify at-risk clients and ensure retention.
  • Client Engagement: Design and implement onboarding processes, business reviews, and engagement plans to align company solutions with client needs.
  • Upselling and Cross-Selling: Collaborate with Sales and Delivery teams to grow client accounts by identifying new business opportunities.
  • Operational Excellence: Work cross-functionally with Sales, Delivery, and Tech teams to optimize processes and deliver measurable results.
  • Client Advocacy: Develop and drive initiatives like case studies, testimonials, and referrals to showcase client success stories and build advocacy.
  • Business Review Meetings: Conduct regular reviews to communicate goals, ROI, and progress to stakeholders effectively.

What You Bring

  • 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 is a significant advantage.
  • Excellent communication and presentation skills with a strong executive presence.
  • Proficiency in building customer health tracking systems and delivering client value through strategic engagement.

Why You Should Apply

✨ Be part of an award-winning agency delivering impactful MarTech solutions for globally recognized brands.

✨ Work in a dynamic, collaborative environment that values innovation, excellence, and growth.

✨ Benefit from Health Insurance (Family Cover) , rewards and recognition programs, and opportunities for professional development.

✨ Join a passionate, high-performing team driving transformation in the digital ecosystem.

To Apply:

Please apply directly here on LinkedIn or feel free to send your resume to us in the format requested below (if the role is unpublished on LinkedIn):

Email to:

Email Subject: Head - Customer Success (Martech) role for Digital Media Agency, Mumbai Location

In the email body, please mention:

  • Name:
  • Mobile:
  • Email:
  • LinkedIn Profile Link:
  • Current Company & Designation:
  • Current Annual Fixed CTC (INR):
  • Current Annual Variable CTC (INR):
  • Current Total Annual CTC (INR):
  • Expected Total Annual CTC (INR):
  • Notice Period:
  • Total Years of Work Experience:
  • Years of Relevant Experience (Advertising/MarTech):
  • Years of Relevant Experience in Customer Success:
  • Do you have experience managing Account Managers & Data Analysts? (Yes/No):
  • Are you currently based in Mumbai? (Yes/No):
  • If not, your current location:

We thank you for sending us your profile & details for this role. If your profile gets shortlisted for roles with us, we look forward to a conversation with you to learn about more of what makes you awesome

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