Job Description – Client Success / Account Manager
Location : Kirti Nagar, Delhi (On-site)
Type : Full-time
About Us - We are a fast-growing digital agency with two verticals :
- LOGICSOFTS → SEO & digital marketing agency (UK / USA / Europe)
- Wave69 → Web design, SEO & marketing for the adult industry (global clients)
We’re looking for a Digital Account Manager ( Digital Marketing CSM) to manage client relationships, ensure smooth delivery, and drive upsells & retention.
Responsibilities :
Act as the primary point of contact for assigned clients (SEO, Paid Ads, Web Design, Hosting).Understand client business goals and ensure our services are aligned to them.Coordinate with internal teams (SEO, Ads, Web Dev, and Support) to ensure projects are on track.Deliver weekly / monthly performance reports to clients.Handle escalations and ensure issues are resolved quickly.Build strong relationships to increase retention and upsell opportunities.Keep CRM / Excel updated with client interactions, tasks, and next steps.Key Result Areas (KRAs) :
1. Client Relationship Management – Maintain trust & satisfaction across all accounts.
2. Delivery Oversight – Ensure projects / services are delivered on time & within scope.
3. Upselling & Cross-selling – Identify opportunities for add-on services.
4. Retention & Churn Management – Reduce client churn and maximize renewals.
5. Reporting & Communication – Timely reports, calls, and updates.
Key Performance Indicators (KPIs) :
Client Retention Rate : 90%+ retention across accounts.Upsell Conversion Rate : Minimum 15–20% of accounts upsold in 6 months.Response Time : Acknowledge client queries within 4 working hours.Project Delivery : 95% projects delivered on or before deadline.CSAT (Client Satisfaction Score) : Avg. 4.5 / 5 from feedback surveys.Renewals : 100% follow-up on contracts before expiry.Requirements :
2–4 Years’ experience in client-facing role (preferably in a digital agency / IT services)Strong understanding of SEO, Paid Ads, Web Design basics (not hands-on, but able to communicate with teams / clients).Excellent communication & presentation skills.Highly organised, with ability to manage multiple accounts.Comfortable with tools like Google Sheets / Excel, Teams, and CRMs (Zoho / HubSpot).Compensation :
Competitive salary (fixed + performance bonus based on retention / upsells).Clear growth path : Sr. Account Manager → Client Success Head (team lead).