The posting
About Our Client:
Hiring for a Certified US-based Digital Marketing Agency, focused on maximizing your Marketing ROI.
About the Role
The Customer Success Growth Leader owns the entire Customer Success function — every CSM, every key and non-key account, and the client relationship strategy behind them. You sit at the leadership level, own upsell and growth strategy across the portfolio, and are the accountable owner of anything client-related.
Non-Negotiables
- 7+ years of experience in Customer Success, including 5+ years managing USA-based B2B clients
- Proven experience leading and managing a team of CSMs across both key/VIP and non-key accounts
- Working knowledge of how a digital marketing agency operates — how campaigns are launched, how SEO works, and the general web delivery process; hands-on execution isn't required, but fluency across these domains is important
- Exceptional client relationship-building and communication skills, with clear, confident English communication
- Proven track record designing and executing upsell and account-growth strategies
- Leadership mindset — comfortable presenting to, and being challenged by, the CEO and executive leadership
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field
- Proven experience hiring, training, coaching, appraising, and developing CSMs, with the ability to build structured growth plans for team members.
- Strong analytical and numerical skills, with experience working with retention, churn, account growth, performance scorecards, incentives, and commission structures.
- Mature and composed decision-maker who can objectively balance client expectations, company interests, team capacity, and commercial considerations.
Key Responsibilities
Leadership & Team Management
- Own and lead the entire Customer Success team: CSMs on key/VIP accounts and non-key accounts alike
- Hire, train, coach, and mentor CSMs on digital marketing processes, client communication standards, and CS frameworks
- Set clear performance standards and hold the team accountable to retention, satisfaction, and growth targets
- Regularly review client meeting recordings and CSM interactions to identify communication, relationship-management, and performance gaps.
- Own individual development plans for CSMs, helping team members improve their skills, performance, and readiness for career progression.
- Conduct structured performance reviews/appraisals and contribute to CSM performance grading, incentives, and commission planning.
Client Relationship & Account Strategy
- Own the strategic relationship with the company's most important clients personally, alongside team-managed accounts
- Own escalation handling for anything client-related — nothing client-facing goes unresolved without your visibility
- Lead or oversee QBR (Quarterly Business Reviews), strategy calls, and executive-level client conversations
Growth & Upsell Strategy
- Design and drive upsell and expansion strategies across the client portfolio
- Identify growth opportunities within existing accounts and translate them into revenue
- Make balanced decisions during difficult client situations, protecting the relationship without compromising the company's commercial, contractual, or operational interests.
- Identify early warning signs of dissatisfaction and churn, and establish proactive intervention plans before accounts reach the escalation stage.
- Partner with sales and leadership to align account growth strategy with overall company revenue goals
Executive & Cross-Functional Collaboration
- Sit at the leadership table with the CEO and top leadership on client and growth strategy
- Coordinate cross-functionally with Paid Ads, SEO, Web, and Creative teams to ensure client deliverables and expectations are met
- Represent the client's voice internally, and represent company strategy externally to clients
- Build strong internal relationships and collaborate constructively across departments, resolving disagreements objectively and keeping teams focused on the overall client and company objective.
Process & Enablement
- Build training resources (Loom videos, SOPs, flowcharts) for the CS team
- Continuously improve how the CS team tracks, reports, and acts on account health and performance data
- Build scalable systems, SOPs, escalation frameworks, and accountability mechanisms that allow the CS function to operate effectively with minimal leadership dependency.
- Identify opportunities to use technology, AI, automation, and dashboards to solve recurring departmental problems and improve CSM productivity and visibility.
Tools and Technical Skills
- CRM systems (HubSpot or similar)
- Reporting and attribution dashboards
- Working familiarity with paid media, SEO, and web workflows on the agency side
- ClickUp or similar project management tools
- Loom or similar for training content creation
- Hands-on experience of using AI tools to enhance productivity efficiently Other Details:
Work Mode: Onsite - Full Time Location: Lahore Experience: 7 + Years Days: Monday to Friday Timing: 5:00 PM - 2:00 AM PKT
About HR Ways:
HR Ways is an award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, the UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world.
