Head of Client Success

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.

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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.

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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.

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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.

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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.