Description:
iTitans is looking for a proactive, client-focused, and revenue-driven Customer Success Specialist to manage existing client relationships, improve client retention, and drive account growth through upselling and cross-selling opportunities.
The ideal candidate will be responsible for maintaining strong relationships with international clients, understanding their business needs, addressing concerns, coordinating with internal teams, and ensuring clients continue to receive value from our digital marketing services.
We are looking for someone who combines excellent communication and relationship-building skills with a strong commercial mindset and the ability to turn satisfied clients into long-term business partners.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned clients and maintain strong, long-term relationships.
- Conduct regular client check-ins to understand business goals, expectations, satisfaction levels, and changing requirements.
- Maintain proactive communication regarding campaign progress, service updates, deliverables, and account-related concerns.
- Build trust with clients by ensuring timely responses, professional communication, and effective follow-ups.
Client Retention & Account Management
- Develop and implement strategies to retain existing clients and minimise client churn.
- Monitor client satisfaction, identify potential cancellation risks, and take proactive steps to resolve concerns.
- Manage renewal discussions, recurring service requirements, and ongoing client engagement.
- Handle client complaints professionally and coordinate with the relevant departments to ensure timely resolution.
- Monitor account health, client feedback, and retention performance to identify areas for improvement.
Upselling & Cross-Selling
- Identify opportunities to expand existing client accounts by recommending relevant additional services.
- Upsell and cross-sell digital marketing solutions based on clients' business needs and growth objectives.
- Present service recommendations and explain their potential value in a clear, persuasive, and professional manner.
- Conduct client calls and follow-ups to discuss service upgrades, additional packages, and campaign expansion opportunities.
- Achieve assigned upselling, cross-selling, recurring revenue, and account-growth targets.
Digital Marketing Coordination
- Develop a working understanding of the agency's services, including SEO, Google Ads/PPC, social media marketing, website development, and local SEO.
- Coordinate with SEO, PPC, web development, content, and other internal teams to address client requirements.
- Track project progress, client feedback, and pending deliverables to maintain a positive client experience.
- Communicate campaign updates and performance insights accurately without making unsupported promises about results.
Reporting & Performance Management
- Maintain accurate client records, communications, renewal dates, and follow-up activities in the CRM.
- Track client retention, cancellations, renewals, upselling revenue, and account performance.
- Prepare regular updates on client satisfaction, account growth, and retention opportunities.
- Consistently achieve assigned client retention and revenue-growth KPIs.
Requirements
- 3-4 years of experience in Customer Success, Client Retention, Account Management, or a similar client-facing role.
- Proven experience in upselling, cross-selling, client retention, or revenue growth is highly preferred.
- Excellent spoken and written English communication skills.
- Strong relationship-building, negotiation, persuasion, and problem-solving abilities.
- Confidence in conducting client calls, handling objections, and managing difficult conversations.
- Basic understanding of digital marketing services, including SEO, PPC, social media marketing, and website development.
- Experience working with US-based or other international clients is preferred.
- Familiarity with CRM systems, client account management, and performance reporting.
- Strong organizational skills and the ability to manage multiple client accounts simultaneously.
- A proactive, target-oriented mindset with a focus on client satisfaction and business growth.
- Willingness to work on-site during night shifts aligned with US business hours.
- We will run a background check on you with a previous employer so only apply if you are comfortable with it.