Customer Success Manager

• Serve as the primary point of contact for enterprise and mid-market clients across campaigns and content solutions
• Understand client objectives deeply and translate them into clear internal briefs, timelines, and deliverables
• Build trust-based relationships with senior stakeholders, ensuring continuous alignment and satisfaction
• Drive partner onboarding, expectation setting, and execution readiness
  

• Oversee end-to-end delivery of branded content, digital media campaigns, event deliverables, and partner integrations
• Coordinate cross-functionally with editorial, design, video, marketing, and events teams to deliver projects on time and with high quality
• Track progress through structured project plans and ensure timely communication of updates, risks, or dependencies
• Maintain delivery SLAs and uphold YourStory’s quality standards across every touchpoint
  

• Identify opportunities for renewals, upsells, and expansion based on client goals, performance insights, and evolving needs
• Support the sales team by surfacing account intelligence and shaping future proposals
• Maintain strong retention rates by ensuring exceptional client experience and measurable value delivery
  

• Analyse campaign performance and platform data to generate insights and recommendations for clients
• Present post-campaign reviews and actionable feedback to help clients maximise ROI
• Track partner metrics on satisfaction, delivery health, and success outcomes
  

• Work closely with delivery teams to streamline workflows and eliminate bottlenecks
• Implement best practices for communication, expectation management, and issue resolution
• Maintain documentation, CRM hygiene, and account dashboards for leadership visibility
  

• Represent YourStory with professionalism and clarity in partner meetings, reviews, and escalations
• Build relationships across the startup, tech, BFSI, and enterprise ecosystem to strengthen partner trust and long-term engagement
  

Skills & Qualifications

• 5–9 years of experience in customer success, client servicing, partner delivery, or account management
• Strong preference for candidates with experience in digital media, branded content, advertising, marketing agencies, or enterprise client roles
• Proven ability to manage multiple campaigns, timelines, and stakeholders with precision
• Excellent communication, expectation management, and relationship-building skills
• High accountability, proactive problem-solving, and comfort working in fast-paced, cross-functional environments
• Strong understanding of digital marketing metrics, content ecosystems, and campaign delivery
• Ability to translate client needs into structured briefs, measurable outcomes, and seamless execution
• Experience working in founder-led, high-ownership environments is a plus