Description

Key Responsibilities

1. Team Leadership & Development

● Lead, manage, and mentor a team of Customer Success Managers, driving high

performance, accountability, and engagement.●

● Define clear roles, expectations, and success metrics for the Customer Success team.

Establish and track team-level and individual KPIs (e.g., responsiveness, CSAT,

retention, account health).

● Conduct regular 1:1s, performance reviews, and career development planning.

Build a strong leadership bench by coaching senior CSMs and identifying future leaders.

Foster a customer-first, ownership-driven, and outcomes-focused culture within the

team.
 

2. Customer Relationship Management & Advocacy

● Act as the executive sponsor for key customer accounts and for the Customer Success

function overall.

● Support CSMs in managing day-to-day client communications, requests, and

escalations.

● Step in directly on high-impact or high-risk client situations to stabilize relationships and

drive resolution.

●Ensure proactive, structured, and consistent communication with all customers on a daily

and weekly basis.

● Develop a deep understanding of the client's business goals, success metrics, and

growth priorities.

● Advocate for customer needs internally, ensuring customer voice is reflected in

decision-making across the organization.

3. Service Delivery Alignment & Operational Excellence

●Partner closely with Service Delivery and Project Management to ensure customer

requirements are delivered on time, on scope, and on budget.●

Support CSMs in triangulating effectively with delivery teams to resolve dependencies,

risks, and bottlenecks.

●Define, document, and continuously improve Customer Success playbooks, workflows,

and escalation frameworks.

●Establish and enforce quality standards for client communication, reporting, and account

management.

● Monitor workload distribution, capacity planning, and process adherence across the CS

team.

●Drive operational rigor while maintaining flexibility to meet client-specific needs.

4. Cross-Functional Collaboration

●Collaborate with Sales to ensure seamless client handoffs post-sale and identify upsell /

expansion opportunities.

● Work with Marketing to share customer insights, feedback, testimonials, and campaign

performance learnings.

● Partner with Leadership and Finance to align on account health, renewals, pricing

discussions, and growth strategy.

● Lead regular cross-functional syncs focused on client health, risks, escalations, and

opportunities.

5. Reporting, Insights & Strategic Impact

●Own Customer Success and Account Management reporting, including:

○CSAT and customer sentiment

○Retention and churn indicators

○Escalations and resolution timelines○

○Upsell and cross-sell opportunities

●Translate customer data and campaign performance insights into actionable

recommendations.

●Identify trends, risks, and root causes impacting customer satisfaction or retention.

●Proactively propose structural, process, or resourcing improvements to reduce churn

and increase lifetime value.

●Contribute directly to company-wide strategy discussions as the voice of the customer.
 

Qualifications & Experience

●8–12+ years of experience in Customer Success, Account Management, or Client

Services roles, preferably in a B2B services or agency environment.

●3–5+ years of experience leading and scaling high-performing teams.

●Proven track record of improving customer satisfaction, retention, and account growth.

●Strong understanding of service delivery operations and cross-functional collaboration.

●Experience working with North American or global clients is highly preferred.

●Excellent communication skills—clear, structured, and confident with senior

stakeholders.

●Highly analytical, organized, and comfortable using data to drive decisions.

Why us:

- Fully sponsored thrice-a-week lunches.

- Bi-annual festival bonuses as per local regulation.

-Be part of a fast-growing international marketing agency serving North American clients.

-Competitive compensation packages tied to performance KPIs, with more employee perks in development.

-Work in a high-performance, fun, and politics-free environment.

-Collaborate closely with leadership and cross-functional teams.

-Gain exposure to global marketing standards and best practices.

-Grow your career in an organization that values ownership, ideas, and continuous learning.

-Make a visible impact as we scale and strengthen our presence in Bangladesh.