Customer Success Manager

10 hours ago

Pune, Maharashtra, India ZIFF DAVIS PERFORMANCE MARKETING Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Summary

The Manager Customer Success will be the strategic bridge between the SWZD Lead Generation team and the ZDPM Operations team, ensuring seamless execution of high-quality lead generation campaigns. This role focuses on revenue growth through insourcing, campaign optimization, and maintaining exceptional client satisfaction, while leading a high-performing CS team.

Key Responsibilities

  • Serve as the primary liaison between SWZD LeadGen and ZDPM Operations, ensuring clear communication and alignment.
  • Maximize insourced revenue by ensuring the majority of SWZD campaigns are delivered by ZDPM.
  • Partner with the RFP team on key brand proposals, contributing strategic recommendations to win business.
  • Ensure HQL/BANT teams operate at full capacity month over month.
  • Oversee end-to-end client lifecycle post-sale, including onboarding, pacing, optimization, and delivery.
  • Monitor campaign performance, identify improvement opportunities, and provide data-driven recommendations.
  • Ensure timely and accurate delivery of campaign performance reports.
  • Lead and develop the Customer Success team, fostering a culture of ownership, accountability, and growth.
  • Manage escalations promptly, maintaining client trust and satisfaction.
  • Build and maintain strong relationships with key sponsors and stakeholders to support retention and upsell opportunities.

Skills & Qualifications

  • Proven experience in Customer Success, Account Management, or Campaign Delivery within the B2B lead generation industry.
  • Strong understanding of CPL models, lead qualification methods (HQL, BANT), and digital marketing funnels.
  • Hands-on experience with Salesforce, G Suite, Convertr, and campaign analytics tools.
  • Exceptional stakeholder management and communication skills, with the ability to present insights effectively.
  • Data interpretation skills, with the ability to translate metrics into actionable strategies.
  • Demonstrated ability to manage multiple campaigns and clients in a fast-paced environment.
  • Strategic thinker with a strong attention to detail.
  • Experience leading teams, setting performance goals, and driving results.

KPIs / Success Metrics

  • % of campaigns insourced vs. outsourced.
  • Team capacity utilization (HQL/BANT).
  • Resolution time for escalations.
  • Pacing, Pause dates and first delivery percentage adherence.

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