Head - Customer Success

Location: Remote
Experience: 5+ years

About Troopod

Troopod is an AI-native website growth partner for leading consumer brands, founded by the former core team of billion-dollar companies. We help brands improve website performance, conversion, and ad-to-landing page experience through a combination of human expertise and AI-led execution. We work with 100+ D2C brands including Colgate, Damensch, Wonderchef, Obvi, Natural Salon, and BSC across India, UK, and USA.

About the Role

We're looking for a founding-team-level leader to own Troopod's client success function end-to-end. You'll walk into a 35-client portfolio and be responsible for scaling it to 100+ in the next 6 months — while building the team, processes, and systems that make that scale possible. This isn't a "manage what exists" role. You'll be building the playbook from scratch, leading a growing CS team, and becoming the person clients and the internal team rely on to drive outcomes. If you've built and led client-facing functions at a digital or ecommerce agency — this is your shot at owning one fully.

What You'll Do

Client Ownership

1. Own the end-to-end client success function for 35 clients scaling to 100+
2. Be the escalation point for all client relationships — the buck stops with you
3. Build and maintain strong relationships with key stakeholders at client brands
4. Define what success looks like for each client and ensure the team delivers it
5. Own client retention, NPS, and upsell metrics across the portfolio

Team Leadership

1. Lead and manage a CS executive team of 3, growing as the portfolio scales
2. Hire, onboard, and develop account managers and specialists under you
3. Create a high-performance, accountable team culture focused on client outcomes
4. Be a player-coach — hands-on when needed, strategic when it counts

Process & Operations

1. Build Troopod's CS playbook from scratch — onboarding, delivery, reporting, escalation
2. Create and enforce processes that work at 35 clients today and 100+ tomorrow
3. Implement tools and systems that give full visibility into client health and project status
4. Identify operational bottlenecks and fix them before they become fires

CRO & Growth Strategy

1. Lead CRO strategy across key accounts — audits, roadmaps, experiment briefs
2. Ensure CRO thinking is embedded across all client work, not siloed
3. Work with the internal team to translate insights into high-impact experiments
4. Stay sharp on what's working across D2C — benchmarks, trends, winning patterns

Project Management

1. Oversee delivery of website, design, and CRO projects across the portfolio
2. Ensure briefs are tight, timelines are realistic, and quality is non-negotiable
3. Coordinate across design, dev, and AI execution teams to deliver on time

Revenue & Growth

1. Own upsell and account expansion across the portfolio
2. Identify opportunities to deepen Troopod's value within existing accounts
3. Partner with the business lead on pricing, packaging, and service evolution

What We're Looking For

Must Have

1. 5+ years in account management or client success at a digital or ecommerce agency
2. Proven experience leading and building teams
3. Strong process and ops mindset — you've built systems, not just followed them
4. Experience managing 20+ client accounts simultaneously
5. Deep understanding of ecommerce — Shopify, funnels, conversion metrics, D2C dynamics
6. Comfortable with data — GA4, heatmaps, funnel analytics, experiment results
7. Sharp communicator — confident with senior client stakeholders

Good to Have

1. Hands-on CRO experience — audits, roadmaps, A/B testing
2. Experience scaling a CS function in a high-growth agency or startup
3. Exposure to India, UK, or US D2C markets
4. Familiarity with A/B testing tools — VWO, Convert, Optimizely
5. Experience working with or managing design and dev teams

Why Troopod

1. Own and build an entire client-facing function — not just manage one
2. Scale from 35 clients to 100+ in 6 months across India, UK, and USA
3. ESOPs on the table — you're building something you'll own a piece of
4. Full decision-making authority — no committees, no hand-holding
5. Direct path to a COO-level role as the company scales
6. Remote-first, outcome-driven, founding-team culture