Client Success & Retention Manager

Company: Advaita Digital Advertising (OPC) Private Limited

Role: Client Success & Retention Manager – Digital Advertising

Department: Client Success / Retention

Location: East Marredpally, Secunderabad

Work Mode: In-Office Only

Working Hours: 10:00 AM – 7:00 PM, Monday–Saturday

Salary: 35,000/month

Role Purpose

At Advaita Ads, winning a client is only the beginning.

We are looking for a Client Success & Retention Manager who can own the relationship after onboarding, ensure clients clearly understand the work being done, coordinate effectively with internal teams, solve concerns before they become escalations, and build long-term relationships that lead to better retention and account growth.

This is not just a client-follow-up role. You will be responsible for the overall client experience—from onboarding and strategy coordination to reporting, retention and expansion.

Key Responsibilities

• Take complete ownership of assigned client accounts after onboarding.
• Act as the primary communication point between clients and Advaita Ads.
• Understand each client's business model, services, target customers, offers, competition and advertising objectives.
• Conduct structured client onboarding and requirement-gathering meetings.
• Coordinate with Performance Advertising, Content, Graphic Design, Video Editing, Media and Management teams.
• Convert client requirements into clear internal briefs, tasks and timelines.
• Maintain campaign calendars, content requirements, approvals and pending actions.
• Conduct regular client review calls and performance discussions.
• Ensure clients receive timely updates without having to repeatedly follow up.
• Understand Meta Ads, Google Ads and other paid-media reports sufficiently to discuss campaign performance with clients.
• Explain important metrics such as leads, CPL, conversions, CTR, CPC, ROAS and campaign progress in simple business language.
• Collect client feedback and ensure revisions or campaign requirements are communicated correctly to internal teams.
• Identify dissatisfaction, delivery gaps or performance concerns at an early stage.
• Coordinate corrective actions with relevant teams.
• Manage client expectations professionally without making unrealistic commitments.
• Maintain documentation of meetings, approvals, requirements and major client decisions.
• Track renewals and proactively engage clients before contract expiry.
• Identify opportunities for additional campaigns, higher advertising budgets or complementary Advaita Ads services.
• Support account growth through relevant upselling and cross-selling.
• Build strong long-term relationships focused on measurable client value.
• Escalate major account risks or unresolved concerns to management promptly.
  

What Success Looks Like

Your objective is simple:

Clients should know what we are doing, why we are doing it, what results they are getting and what happens next.

You will be responsible for maintaining strong communication between the client and internal teams while ensuring commitments are delivered consistently.

Key Performance Indicators

• Client Retention Rate
• Renewal Rate
• Client Satisfaction
• Account Churn
• Response & Follow-up Discipline
• Timely Delivery of Client Requirements
• Reporting & Review Meeting Consistency
• Issue Resolution Time
• Reduction in Client Escalations
• Upselling / Cross-selling Revenue
• Growth of Existing Client Accounts
• Internal Coordination Efficiency
  

Required Skills

• Strong client handling and relationship-management skills
• Excellent verbal and written communication
• Professional meeting and presentation skills
• Good understanding of digital marketing
• Working knowledge of Meta Ads and Google Ads
• Ability to understand performance-marketing reports
• Strong coordination and follow-up ability
• Account-management mindset
• Problem-solving and conflict-resolution skills
• Ability to handle multiple clients simultaneously
• Strong ownership and accountability
• Good knowledge of Excel/Google Sheets, CRM and reporting tools
• Ability to work under deadlines in an agency environment
  

Preferred Experience

2–4 years of relevant experience in Digital Marketing Agencies, Client Servicing, Account Management, Customer Success, Client Retention, Performance Marketing Coordination or Digital Advertising.

Candidates with prior digital marketing agency experience and direct client-handling experience will be preferred.

About Advaita Ads

Advaita Digital Advertising (OPC) Private Limited is a performance-focused digital advertising agency with 10+ years of experience in Digital Advertising, helping businesses generate measurable outcomes through paid-media strategy, campaign management, tracking, optimisation and reporting.

Turn Clicks into Conversions.

Apply

Send your CV: [HIDDEN TEXT]

Phone: [phone removed]

Website: www.advaitaads.com

Location: East Marredpally, Secunderabad