Client Success Manager

Role Summary

Own the client relationship and commercial health for your assigned pods (2 pods per CSM) — retention, satisfaction, and revenue growth. You are the client's voice inside the company and the person accountable for the relationship staying strong, but you are not the one executing delivery: the Pod Lead owns client outcome decisions and delivery execution, day to day. Your job is to make sure the relationship, the growth conversation, and the commercial numbers are being actively managed — not left to chance.

Your Primary Focus

Client retention and month-on-month revenue growth across your assigned pods' clients. You drive this through relationship management, structured reviews, and surfacing growth opportunities to the Pod Lead and Founder — not by personally executing creative, strategy, or delivery work.

Core Responsibilities

• Act as the primary relationship point of contact for clients across your 2 assigned pods — the person clients trust and talk to about how things are going overall
• Run the weekly Pod-CSM sync with each Pod Lead — bring client-side signal (satisfaction, upcoming needs, renewal risk), take back execution-side signal (delivery status, capacity, quality flags)
• Run Monthly Account Growth Reviews for your clients — track revenue trend, retention health, and flag risk early
• Run Quarterly Client Strategy Reviews with top-5 strategic accounts, alongside the Founder (dotted-line commercial layer)
• Identify upsell and cross-sell opportunities once delivery has stabilized and performance is healthy — surface these to the Pod Lead and Founder, you don't execute the added scope yourself
• Monitor client-side performance signals — ROI, retention, satisfaction trends — and present them clearly to the Founder and Ops Head, not just to the client
• Handle client escalations at the relationship level — de-escalate, set realistic expectations, and loop in the Pod Lead or Ops Head for anything delivery-related that needs a real fix
• Be the first to notice a churn-risk signal (dissatisfaction, disengagement, a hard renewal conversation) and flag it early — this is the single most important thing this role exists to catch

What This Role Does NOT Do

• Does not own client outcome decisions or delivery execution — that's the Pod Lead's call, per the pod authority matrix. You bring client signal into the pod; you don't direct the work
• Does not review or approve creative, scripts, or ad concepts — that sits with the Pod Lead and the relevant craft function (Content Strategy, Design, Media Buying)
• Does not manage inter-departmental task allocation or dependencies — that's internal to the pod, run by the Pod Lead
• Does not set client strategy unilaterally — you participate in and inform strategy discussions, the Pod Lead and relevant craft heads own the actual plan

Required Skills & Experience

• 2–4 years in client success, account management, or client servicing — agency experience strongly preferred
• Strong relationship management and communication skills — comfortable having both easy and hard conversations with clients
• Comfortable reading basic performance/revenue data and presenting it clearly, without needing to be a strategist yourself
• Experience working cross-functionally with delivery teams without owning the delivery work directly
• A genuine nose for early risk signals — able to sense when a client relationship is drifting before it becomes a churn conversation

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid sick time

Application Question(s):

• What are your salary expectations?
• what is your current salary?

Education:

• Bachelor's (Preferred)

Experience:

• Client Management: 2 years (Required)

Location:

• Singh Nagar, Ludhiana, Punjab (Preferred)

Work Location: In person