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Client Success Executive

2 weeks ago

Rajarhat West Bengal, India Nature Technologies Pvt Ltd Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Client Success Executive

Location:
Kolkata – Sector V

Experience:
3–4 years of relevant experience

Reports to:
Client Success Manager & India Sales Head

Type:
Full-time

Position Overview

You'll be the bridge between clients and delivery teams (creative, media, SEO, tech),

ensuring on-time, on-scope, on-quality delivery. This role has a clear growth path into Client

Success Manager (CSM).

Key Responsibilities

Client Communication & Relationship


• Draft/share status updates, follow-ups, reminders, and meeting agendas, MOMs,

recap emails.


• Run WBR/MBR/QBR cadences, track action items to closure.


• Build trust by setting expectations, clarifying scope, and handling escalations with

poise.

Delivery Ownership (Digital Marketing Focus)


• Own the deliverables tracker across SEO, Performance (Google/Meta),

Social/Content, Email, Landing Pages/Web and Creative.


• First-line QA before client share: copy/typos, brand compliance, UTM tagging, links,

device checks, pixel/GA4 events, form submissions, landing page speed, ad spec fit.


• Coordinate dependencies with creative, media, SEO, content, and dev; unblock via

timely escalations.


• Manage change requests (CRs), scope adherence to SOW/SLAs, and maintain a risk

register with mitigations.

Reporting & Insights


• Compile weekly/monthly performance dashboards; highlight wins, gaps, and next

actions.


• Prepare review decks with clear insights, ROI narratives, and an optimization

backlog.

Documentation & Commercial Hygiene


• Keep all communications traceable (MOMs, tickets, comments).


• Provide inputs for invoicing, effort logs, renewals, and upsell/cross-sell opportunities.

Skills & Qualifications


• 3–4 years in client success/account management for digital marketing projects.


• Excellent written & verbal communication; crisp, structured documentation.


• Strong project/ops skills: timelines, dependencies, SLAs, stakeholder management.


• Working knowledge of SEO/SEM/PPC, social, content, email, landing pages, and

basic web concepts.


• Hands-on with: Google Workspace, Sheets/Excel, , GA4,

Google Ads, Meta Ads Manager, Looker Studio; nice-to-have—Jira/HubSpot/Slack.


• Certifications (good-to-have): Google Ads, Meta.


• Comfort with US/EMEA overlap hours when needed.

Success Metrics (KPIs)


• On-time delivery %, SLA adherence, and incident rate


• Client satisfaction (CSAT/NPS) & renewal/retention


• Response/Resolution TAT for client requests


• Execution of WBR/MBR/QBR cadence (attendance, actions closed)


• Quality score of deliverables (QA pass rate)


• Qualified upsell/cross-sell opportunities created

Compensation & Benefits


• Salary: Competitive and aligned with market standards, plus performance-linked

incentives/bonus (based on KPIs like CSAT, SLA adherence, delivery quality,

renewals/upsell).


• Benefits (as per company policy):

o Health insurance/mediclaim (employee; dependents as per policy)

o Provident Fund / ESIC (as applicable)

o Paid time off: casual, sick, earned leave; company holidays (including regional

festivals)

o Hybrid/flexible work arrangements; overlap allowance if applicable

o Laptop & required software/tools; mobile/internet reimbursement where

applicable

o Gratuity as per statute (eligibility per law)