Head of Client Success

Job Description: Head of Client Success

Company: eSEO-Solutions Pvt. Ltd.

Department: Client Success

Location: Gurugram, Sector 48

Work Mode: Work From Office

About the Role

We are looking for an experienced and results-driven Head of Client Success to

lead our client success function at eSEO-Solutions. The ideal candidate must have

extensive and progressive experience working exclusively with Digital

Marketing agencies, with a strong understanding of client servicing, retention,

account growth, team management, and agency operations.

The candidate will be responsible for building long-term client relationships,

minimising client churn, identifying revenue growth opportunities, leading account

management teams, and ensuring consistent delivery of client expectations in

collaboration with internal teams.

This role requires a strategic leader with strong commercial acumen, excellent

communication skills, and a data-driven approach to client success.

Key Responsibilities

• Client Retention & Churn Prevention

Develop and implement strategies to improve client retention, satisfaction, and

long-term engagement.

Proactively identify at-risk accounts and implement corrective action plans to

prevent churn.

Monitor client health, satisfaction levels, campaign performance, and

relationship stability.

Conduct regular client reviews to understand business objectives, concerns,

and expectations.

Build strong relationships with key stakeholders and decision-makers across

client organisations.

Take ownership of retention targets and ensure timely resolution of recurring

client concerns.

• Account Growth & Commercial Acumen

Identify opportunities for upselling, cross-selling, renewals, and account

expansion.

Drive revenue growth through strategic account planning and a deeper

understanding of client business goals.

Understand digital marketing services, including SEO, paid advertising,

content marketing, and other relevant offerings.

Work towards increasing account profitability, client lifetime value, and

recurring revenue.

Participate in commercial discussions, contract renewals, scope negotiations,

and pricing conversations.

Ensure alignment between client expectations, service scope, resource

allocation, and commercial commitments.

• Client Communication & Escalation Management

Serve as the senior point of contact for strategic accounts and high-priority

client escalations.

Establish clear communication protocols and ensure timely, professional, and

proactive client communication.

Manage difficult conversations related to campaign performance, delayed

deliverables, unmet expectations, and service concerns.

Ensure client expectations are set realistically and aligned with campaign

strategies and business objectives.

Lead quarterly business reviews and strategic performance discussions with

key clients.

Maintain transparency, accountability, and trust throughout the client

engagement lifecycle.

• Team Leadership & Talent Development

Lead, mentor, and develop Client Success Managers, Account Managers, and

client servicing teams.

Establish clear KPIs, performance expectations, ownership structures, and

accountability mechanisms.

Conduct regular performance reviews, coaching sessions, and

capability-building initiatives.

Improve team productivity, communication, problem-solving, and client

management skills.

Build a culture of ownership, proactive problem-solving, collaboration, and

continuous improvement.

Identify skill gaps, support succession planning, and develop future leaders

within the team.

• Operations & Cross-Functional Collaboration

Collaborate closely with SEO, Performance Marketing, Content, Development,

and other delivery teams.

Ensure smooth coordination between client-facing teams and internal

execution teams.

Establish efficient processes for onboarding, account transitions, reporting,

renewals, and escalations.

Monitor service delivery timelines, quality standards, and adherence to client

commitments.

Identify operational bottlenecks and implement process improvements to

enhance client experience.

Ensure teams have clear priorities, realistic timelines, and adequate resources

to deliver client objectives.6. Data-Driven Decision-Making & Accountability

Track and analyse key metrics, including client retention rate, churn rate,

renewal rate, revenue growth, client profitability, and satisfaction.

Develop dashboards and regular reports to monitor account health and team

performance.

Use data, campaign insights, and client feedback to identify risks and growth

opportunities.

Establish measurable goals for the Client Success function and ensure

consistent progress against targets.

Present performance reviews, forecasts, risk assessments, and strategic

recommendations to senior management.

Take ownership of outcomes and drive corrective actions wherever

performance falls short of expectations.

Mandatory Requirements

Progressive work experience exclusively within Digital Marketing

agencies. Candidates whose relevant professional experience is primarily in

non-agency environments will not be a fit for this role.

Proven experience leading client success, client servicing, account

management, or client relationship functions in a digital marketing agency.

Strong understanding of digital marketing services, campaign delivery, client

expectations, and agency business models.

Demonstrated success in client retention, churn prevention, account growth,

and revenue expansion.

Experience managing and mentoring client-facing teams.

Excellent verbal and written communication skills, stakeholder management,

negotiation, and escalation-handling abilities.

Strong commercial understanding of account profitability, renewals, upselling,

and client lifetime value.

Ability to interpret performance data, establish KPIs, and drive measurable

business outcomes.

Strong leadership, strategic thinking, decision-making, and problem-solving

skills.

Key Performance Indicators (KPIs)

Performance will be evaluated against measurable outcomes, including

Client retention and renewal rates.

Reduction in client churn and improvement in at-risk account recovery.

Revenue growth through upselling, cross-selling, and account expansion.

Client satisfaction and relationship health.

Account profitability and commercial performance.

Team productivity, employee development, and achievement of individual and

team KPIs.

Timely resolution of escalations and adherence to service delivery

commitments.

Accuracy of forecasting, reporting, and account health assessments.

Ideal Candidate Profile

The ideal candidate is a strategic, commercially minded leader who understands the

complexities of managing multiple clients in a digital marketing agency environment.

They should be equally comfortable handling senior client stakeholders, resolving

critical escalations, developing teams, improving operational processes, and driving

revenue growth.

We are looking for someone who can move beyond day-to-day client servicing

and build a scalable, accountable, and growth-oriented Client Success

function.