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 useful.
- 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 function: account health, throughput, turnaround, rework rate, cost per asset, visible on a dashboard, not in someone's head.
- Make yourself progressively redundant. Every quarter, the machine should need less of you.

5. The team.

- Hire, coach and hold the bar for CSMs and Delivery Managers.
- Set the standard for how we talk to clients when things go wrong.
- Build a floor culture in Chennai that works on its own terms, not Bangalore's.

Your first 90 days Days 1 to 30. Meet every live account. Sit in Chennai for a full week and do QA yourself. Produce an honest written assessment of where we're losing clients, losing margin and losing time, with evidence, not impressions.

Days 31 to 60. Take direct ownership of our two or three hardest accounts. Ship the first version of the account health and delivery dashboard. Fix the single worst process, whatever it turns out to be.

Days 61 to 90. A CS and delivery operating model everyone can name: pod structure, escalation ladder, onboarding checklist, review cadence, capacity model. At least one workflow change built with engineering that measurably reduced human effort. One upsell closed.

How we'll measure you

- Logo retention. We don't lose accounts to a competitor or back to a photo studio.
- Net revenue retention. Accounts grow, more SKUs, more service lines, bigger retainers.
- On-time, on-brand delivery. Hit dates,



and hit them without the client sending it back.
- Rework rate. The percentage of output that comes back. This is the truest quality signal we have.
- Delivery cost per asset. Trending down quarter on quarter, through workflow, not through cutting corners.
- Output per person. Revenue and volume growing faster than headcount. Non-negotiable.

What we're looking for

Must have

- 7+ years in creative services, advertising, production or a productized agency, with real ownership of client relationships and delivery, not just one or the other.
- You've run multiple brand accounts at once and carried a number against them, retention, growth, or P&L.;
- You've led a delivery or production team, including people who don't sit where you sit.
- You have built something yourself with AI in the last 12 to 18 months. A workflow, an automation, a prompt chain in production, an internal tool. We will ask to see it.
- You can tell a client no, and tell your own team no, without either relationship breaking.
- You're comfortable being the most senior person in the room with no manager above you to escalate to.

Solid signals

- You've worked with e-commerce or fashion brands and know what a catalog shoot, a styling brief and a PDP actually involve.
- You understand performance marketing well enough to talk about ROAS with a client's growth head without flinching.
- You've delivered more with the same team by changing the system, and you can describe exactly what you changed.
- You've managed international clients, particularly US brands.
- You've worked somewhere with fewer than 100 people and liked it.

Nice to have

- Product experience, you've specced or shipped something with engineers.
- You can read a dashboard you built yourself. SQL, Python or a BI tool, at any level of fluency.
- Experience running an offshore or regional delivery center.

📌 Client Services & Delivery Lead (Bengaluru)
🏢 Shopos
📍 Bengaluru