דרושים Head of Client Success בכל הארץ

ABOUT VYSTA PAID MEDIA GROUP

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": You will architect the exact communication cadence and style for the agency. You define how we deliver bad news, how we celebrate wins, and how we frame performance data so clients truly understand the value we provide.
• Strategic Narrative: You will train the team to move beyond "reporting numbers." You will ensure every touchpoint tells a business story that connects our ad performance to the client’s bottom line, reinforcing why they pay us.
• Relationship Architecture: You will build the framework for how we nurture relationships at different levels of scale, ensuring appropriate attention and strategic depth for our largest accounts versus efficient management for smaller ones.

2. Retention & Churn Prevention

• Proactive Risk Management: Build and manage a "Client Health" system. You should know a client is at risk of churning weeks before they actually say it, based on engagement signals and performance data.
• The Renewal Engine: Own the renewal strategy. You are responsible for identifying the "save plays" when performance is rocky and the "expansion plays" when performance is strong.
• Escalation Leadership: Step in as the senior voice on critical accounts. You are the "cooler" who de-escalates tension and restores confidence during rough patches.

3. Team Leadership & Development

• Build the Org: Hire, train, and manage Account Managers (CSMs). You set the bar for excellence.
• Performance Management: Move the team from reactive "ticket takers" to proactive consultants. Run call reviews and training sessions to sharpen their consulting and negotiation skills.
• Accountability: Ensure the team meets strict SLAs for response times and proactive outreach.

4. Operations & Infrastructure

• Lifecycle Mapping: Standardize the onboarding process to ensure speed-to-value. The first 30 days define the relationship; you own that experience.
• Feedback Loops: Act as the bridge between the Client and the Media Buyers. You ensure client goals are clearly translated to the execution team so there is no gap between expectations and reality.

THE CANDIDATE PROFILE

• Agency Experience: 5+ years in Account Management, specifically within a marketing agency. You understand the pressure of monthly retainers and performance anxiety.
• Communication Architect: You don't just send emails; you design communication strategies. You know how to structure a QBR (Quarterly Business Review) that secures a renewal.
• Performance Literate: You are comfortable with data. You understand ROAS, MER, and CAC, and you can explain them to a non-technical business owner.
• System Builder: You have experience implementing 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: "Value Perception" improves; clients explicitly state they understand the ROI.
• Expansion: Increase in upsells and cross-sells due to strong relationship foundations.
• Team Performance: Account Managers are proactive, not reactive, with clear playbooks for every scenario