Customer Success Manager

Company Description Namdhari Consultancy Service (NCS) is a premier digital marketing agency specializing in providing comprehensive online marketing solutions to businesses of all sizes. NCS offers innovative strategies to help clients enhance their digital presence, increase brand visibility, and drive targeted traffic. Committed to leveraging the latest technologies and trends, NCS adopts a data-driven approach to deliver customized strategies tailored to each client's goals. Guided by a mission to maximize ROI and foster trustworthy relationships, NCS is dedicated to empowering businesses to thrive in the digital landscape. ROLE OVERVIEW As Account Manager at NCS, you will be the single point of contact for all client accounts. You will own the relationship, drive the communication, and coordinate internally to ensure delivery happens — without the founder needing to be in the loop for day-to-day tasks. We expect you to be productive from day one, handle clients independently, and proactively flag issues before they escalate. KEY RESPONSIBILITIES Client Communication & Relationship Management Own all day-to-day client communication — calls, WhatsApp, and email Conduct weekly/bi-weekly client check-in calls and share structured updates Send Weekly Activity Reports (WARs) with results, observations, and next steps Handle client queries, pushback, and concerns independently Build long-term client relationships that drive retention and reduce churn Internal Coordination & Delivery Oversight Coordinate with SEO, paid media, web dev, and design teams to ensure on-time delivery Track campaign timelines, approvals, and deliverables across all active accounts Flag bottlenecks proactively to both the internal team and the client Maintain accurate client records, briefs, and communication logs Reporting & Performance Review Compile and present campaign performance data clearly and in context for clients Work with the execution team to explain results — not just share raw numbers Identify upsell and cross-sell opportunities based on client goals and performance Process & Documentation Maintain SOPs for client onboarding, reporting cycles, and escalation flows Ensure client approval trails are documented for all major deliverables Support proposal and pitch preparation when required WHAT WE ARE LOOKING FOR Must Have 2–4 years of client-facing experience in a digital marketing agency Proven ability to independently manage client relationships — no hand-holding required Strong written and verbal communication in English and Hindi Working knowledge of at least 3 of the following NCS service areas: Meta Ads — campaign structure, performance reporting, optimisation basics SEO / AEO / GEO — on-page, off-page, and AI search visibility concepts Landing pages — conversion-focused layout, able to brief designers and developers Website development — WordPress / custom builds, able to brief and review Shopify / eCommerce — store management, CRO basics, eCommerce metrics Comfortable managing 8–15 client accounts simultaneously Organised, detail-oriented, and proactive — you follow up without being asked Good to Have Hands-on experience with Meta Ads Manager or Google Search Console Familiarity with Shopify admin and basic eCommerce metrics (AOV, CVR, ROAS) Experience reviewing or briefing landing page and web development projects Familiarity with project tools like Notion, Trello, or ClickUp

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