Head - Customer Success - Digital Marketing/Media Agency (10-15 yrs)

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.

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?

- 8+ 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.