Sulekha - Head - Customer Success

Head - Customer Success (SMB Digital Advertising)

Description:

Industry: Internet / Digital Marketplace / Digital Advertising / SMB Platforms
Location: Chennai (Metro candidates open to relocation)
Role Summary:
We are looking for a senior Customer Success leader to own customer value delivery, campaign performance, renewals, and retention for a high-volume SMB digital advertising business.
This role operates in a fast-paced, campaign-driven SMB environment (not enterprise CS) and requires strong understanding of digital marketing performance, renewal management, and team leadership at scale.
Key Responsibilities:
Customer Value & Campaign Success
- Ensure consistent month-on-month value delivery for SMB advertisers
- Drive improvements in leads, reach, engagement, Meta Ads performance, and Google Business Profile visibility
- Review and intervene on underperforming campaigns proactively
- Ensure structured, outcome-focused monthly performance reporting
SMB Digital Campaign Oversight
Strong working knowledge of:
- Meta Ads (Facebook / Instagram)
- Google Business Profile optimization
- Creative quality and posting calendars
- Core campaign metrics (CTR, CPL, conversions)
Handle campaign-related escalations and performance discussions with customers
Renewals & Retention (Core Ownership)
- Own renewals as a primary KPI
- Track account health and sentiment well ahead of renewal cycles
- Conduct renewal readiness reviews and churn prevention actions
- Drive ARPU improvement through value-led upsell and cross-sell
Team Leadership
- Lead and scale a 2540 member Customer Success team
- Coach managers and CSMs on campaign interpretation and customer communication
- Set daily monitoring discipline and performance standards
- Hire, train, and develop CS leadership talent
Cross-Functional Collaboration
- Work closely with Sales on renewals, upsell pipelines, and escalations
- Partner with Product and Marketing teams to improve offerings based on customer feedback
- Drive process improvements and operational efficiency
Process & AI Enablement
- Build customer health frameworks and early warning systems
- Standardize onboarding, reporting, and campaign monitoring
- Leverage AI tools for reporting, content support, and workflow automation
Candidate Profile
- 8 to 14 years of overall experience
- Strong background in SMB customer success / account management
- Experience in digital advertising, marketplaces, SMB SaaS, or digital agencies
- Proven track record in renewals, retention, and team leadership
- Comfortable handling high-volume SMB portfolios
Education
- Engineering degree preferred
- MBA / PGDM preferred ( top colleges)
What This Role Is Not
- Not an enterprise CS role
- Not a support or operations-only role
- Not an individual contributor role