Customer Success Growth Leader - Night Shift

A Certified US-based Digital Marketing Agency is seeking a Customer Success Growth Leader to take full ownership of the Customer Success function. This leadership role involves managing all Customer Success Managers (CSMs), overseeing both key/VIP and non-key accounts, and driving client relationship strategies. The ideal candidate will be responsible for upsell and growth initiatives across the client portfolio and will serve as the primary accountable owner for all client-related matters. This position requires close collaboration with executive leadership and cross-functional teams to ensure client satisfaction, retention, and revenue growth.

Key Responsibilities

- Lead and manage the entire Customer Success team, including CSMs handling key and non-key accounts.
- Hire, train, coach, and mentor CSMs on digital marketing processes, client communication standards, and customer success frameworks.
- Establish clear performance standards and hold the team accountable for retention, client satisfaction, and growth targets.
- Review client meeting recordings and CSM interactions regularly to identify and address gaps in communication and relationship management.
- Develop and implement individual growth plans for CSMs, supporting their skill enhancement and career progression.
- Conduct structured performance reviews and contribute to performance grading, incentive plans, and commission structures.
- Personally manage strategic relationships with the company’s most important clients and oversee escalation handling to ensure timely resolution of client issues.
- Lead or participate in Quarterly Business Reviews (QBRs), strategy calls, and executive-level client discussions.
- Design and execute upsell and account expansion strategies to maximize revenue within existing accounts.
- Identify early signs of client dissatisfaction or churn and implement proactive intervention plans.
- Collaborate with sales and leadership teams to align account growth strategies with overall company revenue goals.
- Represent client interests internally and communicate company strategy externally to clients.
- Work closely with Paid Ads, SEO, Web, and Creative teams to ensure client deliverables meet expectations.
- Develop training materials such as SOPs, Loom videos, and flowcharts to support the Customer Success team.
- Continuously improve tracking, reporting, and action plans related to account health and performance.
- Build scalable systems, escalation frameworks, and accountability mechanisms to enable efficient team operations.
- Leverage technology, AI, automation, and dashboards to enhance team productivity and visibility.

Required Qualifications

- Minimum of 7 years’ experience in Customer Success, including at least 5 years managing USA-based B2B clients.
- Proven leadership experience managing teams of CSMs across both key/VIP and non-key accounts.
- Strong understanding of digital marketing agency operations, including campaign launches, SEO, and web delivery processes (hands-on execution not required).
- Exceptional client relationship-building and communication skills with fluent, confident English.
- Demonstrated success in designing and implementing upsell and account growth strategies.
- Comfortable presenting to and engaging with CEO and executive leadership.
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Experience in hiring, training, coaching, appraising, and developing CSMs, with the ability to create structured growth plans.
- Strong analytical and numerical skills, with experience managing retention, churn, performance scorecards, incentives, and commission structures.
- Mature decision-maker capable of balancing client expectations, company interests, team capacity, and commercial considerations.

Preferred Skills and Tools

- Proficiency with CRM systems such as HubSpot or similar platforms.
- Experience with reporting and attribution dashboards.
- Familiarity with paid media, SEO, and web workflows within an agency environment.
- Knowledge of project management tools like ClickUp.
- Ability to create training content using tools like Loom.
- Hands-on experience utilizing AI tools to boost productivity.

Additional Details

- Work Mode: Onsite, Full-Time
- Location: Lahore
- Working Days: Monday to Friday
- Working Hours: 5:00 PM to 2:00 AM PKT
- Salary Range: PKR 300,000 to 350,000 per month

This role offers the opportunity to lead a dynamic Customer Success team within a fast-growing digital marketing agency, working closely with senior leadership to drive client success and business growth.