
Head of Client Success
Vysta Paid Media Group
Marlton, New Jersey
Posted
Jan 1, 2026
Job Type
Remote
Work Mode
On-site
Salary
Salary negotiable
Job Description
Vysta is a fast-scaling performance marketing agency specializing in Google Ads for e-commerce brands. We manage over $100M in annual ad spend, optimizing campaigns to drive sustainable growth and profitability. We work with brands looking to scale aggressively, and we are looking for top-tier talent to join our team.
About the Role
We are looking for a strategic leader to own the entire post-sale client lifecycle. Your mandate is to maximize Retention and Lifetime Value (LTV) by designing a client experience that proves our value every single week. You will lead the CSM team, define our communication standards, and ensure that every client—from high-growth to high-scale—feels a true partnership with Vysta.
Core Responsibilities
1. Communication Strategy & Value Perception
- Define the "Vysta Standard": Architect the exact communication cadence and style for the agency, including how we deliver bad news, celebrate wins, and frame performance data to convey true value.
- Strategic Narrative: Train the team to move beyond "reporting numbers" and ensure every touchpoint tells a business story connecting ad performance to the client’s bottom line.
- Relationship Architecture: Build a framework to nurture relationships at different account scales, ensuring strategic depth for large accounts and efficiency for smaller ones.
2. Retention & Churn Prevention
- Proactive Risk Management: Build and manage a "Client Health" system to detect churn risks weeks in advance using engagement signals and performance data.
- The Renewal Engine: Own the renewal strategy, identifying "save plays" for low performance and "expansion plays" for strong performance.
- Escalation Leadership: Act as the senior voice on critical accounts, de-escalating tension and restoring client confidence during challenging periods.
3. Team Leadership & Development
- Build the Org: Hire, train, and manage Account Managers (CSMs), setting the bar for excellence.
- Performance Management: Transition the team from reactive "ticket takers" to proactive consultants. Conduct call reviews and training sessions to sharpen consulting and negotiation skills.
- Accountability: Ensure the team meets SLAs for response times and proactive outreach.
4. Operations & Infrastructure
- Lifecycle Mapping: Standardize the onboarding process to ensure speed-to-value, particularly the first 30 days of the client relationship.
- Feedback Loops: Act as a bridge between the Client and Media Buyers, ensuring clear translation of client goals to the execution team.
The Candidate Profile
- Agency Experience: 5+ years in Account Management within a marketing agency; familiar with monthly retainers and performance pressure.
- Communication Architect: Designs communication strategies, including structured QBRs that secure renewals.
- Performance Literate: Comfortable with metrics like ROAS, MER, and CAC; able to explain to non-technical business owners.
- System Builder: Experience implementing client health scores, CRMs (HubSpot/ClickUp), and retention dashboards.
Success Metrics (Key Outcomes)
- Retention Rate: Maintain high logo retention and Net Revenue Retention (NRR).
- Client Sentiment: Improve "Value Perception"; clients explicitly acknowledge ROI understanding.
- Expansion: Increase upsells and cross-sells due to strong client relationships.
- Team Performance: Account Managers operate proactively with clear playbooks for all scenarios.