A Decade of Client Success: In Conversation with Ms. Femi Santosh, GM – Client Servicing at cmercury

Introduction:

In the fast-paced world of SaaS and digital marketing, staying client-centric while embracing change is no easy feat. Yet, Ms. Femi Santosh, GM – Client Servicing at cmercury, has done just that. With over a decade of hands-on experience delivering top-notch client satisfaction in the email marketing domain, she has played a key role in shaping the customer experience at cmercury.

In this special interview, conducted by Mr. Jijo Jose, GM – HR & Admin at cmercury — and a former client servicing executive himself — Femi shares her journey, challenges, key learnings, and the moments that made it all worth it.

Jijo Jose: Femi, first of all, congratulations on completing 12 years at cmercury. That’s a big milestone! How does it feel looking back?

Femi Santosh: Thank you so much, Jijo. It’s been a remarkable journey filled with learning, evolving, and collaborating with some amazing clients and teammates. Client servicing is more than a role to me — it’s about building lasting relationships and delivering value every day. Looking back, I feel a sense of pride and gratitude.

Jijo Jose: From your first day to today, the SaaS and email marketing landscape has changed a lot. What were some of the early challenges you faced?

Femi Santosh: Oh yes, the early days were very different. When I joined, the concept of automation in email marketing was still catching on in India. Many clients were skeptical about its ROI. The challenge was not just to onboard clients but to educate them. We had to constantly prove the effectiveness of email as a core marketing channel. Managing expectations, handling technical roadblocks, and maintaining delivery performance with limited tools were tough, but those challenges shaped us.

Jijo Jose: You’ve worked closely with clients across industries. What, in your opinion, is the key to retaining long-term clients in a competitive market?

Femi Santosh: The key lies in listening and adapting. Every client has a unique business model and audience. We never believed in a one-size-fits-all approach. Understanding their KPIs, aligning our strategies with their goals, and being proactive — that’s what helped us build trust. Transparency during setbacks and celebrating small wins together also goes a long way.

Jijo Jose: What would you say was your most memorable “winning moment” during your client servicing journey?

Femi Santosh: There are quite a few, but two moments stand out for me. One was when one of our client  Cohoma coffe approached us with the need to streamline and enhance their email marketing. Their goal was to implement automated email workflows that could boost engagement and conversions. We designed a full-funnel automation strategy using cmercury’s capabilities—right from welcome sequences to re-engagement flows. The result? A noticeable uplift in engagement and consistent revenue growth from email. It was a clear case of how the right automation can power real business outcomes.

Another memorable one was with another client  Global Delight, where we helped them double their email open rates through improved deliverability, audience segmentation, and targeted content. Seeing that 100% jump in open rates reaffirmed the impact a well-executed strategy can have. Moments like these—when our efforts directly contribute to a client’s success—are what really drive me.

Jijo Jose: Speaking of team efforts, how has the client servicing team evolved at cmercury over the years?

Femi Santosh: Tremendously. From a small team juggling multiple roles to a structured department with defined roles, KPIs, and specializations — we’ve come a long way. We now have a stronger onboarding process, a data-driven account management approach, and better collaboration with tech and product teams. The focus has shifted from just service to partnership.

Jijo Jose: With AI and automation changing the game, what opportunities do you see for client servicing professionals in the future?

Femi Santosh: Great question. While automation takes care of repetitive tasks, human empathy and strategic thinking cannot be replaced. The opportunity lies in becoming consultants rather than just executors. Client servicing teams will increasingly be seen as growth enablers, helping clients extract the most value from platforms like cmercury. Upskilling in data analytics, campaign strategy, and CRM integration will be key.

Jijo Jose: As someone who once worked in client servicing myself, I know how demanding yet fulfilling the role can be. Any advice you’d like to share with budding professionals in this field?

Femi Santosh: Definitely. Be curious, be empathetic, and always communicate with clarity. It’s important to understand that you’re not just delivering campaigns — you’re helping a business grow. Invest time in learning the client’s industry. And most importantly, stay calm under pressure. Challenges will come, but how you handle them defines your growth.

Conclusion:

Ms. Femi Santosh’s decade-long journey is a testament to the power of perseverance, client empathy, and constant evolution. At cmercury, her leadership continues to inspire the next generation of client-facing professionals to go beyond service — to truly partner in the success of every client.

Here’s to more milestones and memorable campaigns ahead!

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