The role
You own everything that happens after a deal is signed: the client relationship, the delivery, the renewal and the growth of the account. Not one of those, all of them. We deliberately merged customer success and delivery into a single function so that no client ever hears two different stories from two different teams. You lead the CSMs who own relationships and the Delivery Managers who run production, and you're accountable for what the brand actually receives.
This is a builder's role. There is no playbook waiting for you. You'll write it.
What you'll own
1. The client relationship, end to end.
Be the senior face for our top accounts, the person a CMO calls, and the person who calls them before there's a problem.
Run monthly and quarterly business reviews that a brand actually finds helpful.
De-escalate. When something ships wrong at 11pm before a festive drop, you're the one on the phone, not relaying messages between the client and the floor.
Read churn risk early, in a business where clients are polite right up until they leave.
2. Delivery,
through your Delivery Managers.
Own on-time, on-brand delivery across catalog, performance creatives, social and brand films.
Run capacity planning across accounts, which pod takes what, when we need a new pod, when we say no.
Own delivery cost per unit and the margin on your accounts, not just satisfaction scores.
Lead a distributed operation: client-facing teams in Bangalore, a production and QA floor in Chennai.
3. Growth of the account.
Find and close the white space, a catalog client who should be buying brand films, a social client who should hand us their ad spend.
Own net revenue retention, not just gross retention.
Turn happy clients into references and case studies our sales team can sell with.
4. Productising the delivery.
Sit with the engineering team and tell them what to build. You're expected to have opinions about our AI workflows, and to push for the ones that remove human steps.
Instrument the fu