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Job Description & How to Apply Below
Location / Time Zone: US Eastern Time Zone (5 PM IST - 2 AM IST)
Type: Full-time working out of Office in Mumbai (Andheri East)
About Pepper
Pepper is an AI-native marketing services company redefining how enterprise brands scale organic growth through a unified blend of strategy, creative talent, technology, and automation . Formerly Pepper Content, we’ve rebranded as “The Anti-WPP” , building an AI-powered marketing services engine that seamlessly combines top global creative talent with proprietary workflows and automation to deliver measurable, scalable outcomes for modern CMOs.
Our platform and services bring together content, data, talent, and AI to help brands plan, create, manage, distribute, and measure high-impact marketing programs—all on one intelligent system designed for enterprise growth and efficiency.
At Pepper, you’ll be part of a team shaping the future of marketing services , where SEO, content, customer success, and technology converge to deliver outcomes that matter.
Role Overview
We are seeking a Director of Customer Success – Marketing Services to lead client growth, delivery excellence, and strategic success outcomes for our enterprise customers across SEO, content, and organic growth channels.
This role is P&L accountable - you’ll own revenue growth, customer satisfaction, retention, upsell, and the operational delivery systems that power a world-class customer experience.
You’ll be a leader and builder —hands-on in delivery, systems design, team development, and a strategic partner to both clients and internal product/engine teams.
This is an opportunity for someone entrepreneurial, operationally excellent, and deeply experienced in organic marketing services to help scale Pepper’s success engine alongside our customers and product roadmap.
What You’ll Own
Customer Success & Growth Outcomes
Lead a team responsible for client adoption, retention, and expansion across enterprise portfolios.
Set and deliver against US-level customer experience KPIs, including NPS, retention, growth, and portfolio profitability.
Build trusted executive relationships with CMOs, Heads of Marketing, and growth leaders.
Drive consistent business outcomes tied to SEO, content strategies, organic acquisition, and brand authority.
P&L & Portfolio Management
Own the Profit & Loss responsibility for a portfolio of enterprise accounts.
Forecast, plan, and deliver revenue growth, renewals, and upsell motions .
Collaborate with sales, strategy, and marketing to develop scalable pricing and service models.
Delivery Leadership & Systems Building
Architect and refine delivery systems, playbooks, and operational frameworks that ensure predictable outcomes and world-class execution.
Ensure cross-functional coordination between SEO, content operations, analytics, product, and automation teams.
Champion process excellence across onboarding, engagement, delivery, and reporting.
Domain Expertise & Strategic Consulting
Provide senior strategic guidance across SEO, organic growth, content strategy, creative campaigns, and performance measurement.
Translate data and analytics into actionable recommendations that demonstrably improve search visibility, traffic, leads, and business impact.
Partner with product and engineering to inform feature roadmaps that enhance customer success capabilities.
Who We’re Looking For
Required Experience
10+ years in a customer success, client leadership, or strategic account role focused on marketing services (SEO, content, digital growth).
Proven experience owning P&L, revenue growth, and profitability with enterprise clients.
Strong domain expertise across SEO strategy, content marketing, organic audience growth, and performance measurement .
History of building or scaling delivery systems, playbooks, or platforms that support service excellence.
Comfortable with data-driven decision-making and using insights to drive customer outcomes.
Outstanding communication skills and ability to interact with senior client stakeholders.
Preferred Attributes
Experience in a technology-led services…
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