Customer Success Manager

Overview

We seek a Customer Success Manager to lead and nurture the VIRSA client accounts, spearheading product adoption, ensuring account vitality, preparing for renewals, and identifying growth opportunities. This role demands a deep understanding of client objectives, aligning VIRSA's capabilities with their needs, continually monitoring usage, assessing risks, and delivering structured client evaluations to foster retention and expansion.

Primary Responsibilities

• Oversee assigned VIRSA accounts by tracking health metrics, usage patterns, risks, and potential for growth.
• Engage clients regularly to maintain renewal readiness through value evaluations and adoption analysis.
• Spot and advance upsell opportunities involving additional campaigns, events, nurture programs, and intelligence needs.
• Collaborate with Sales and leadership to drive ARR-related expansion discussions.
• Create comprehensive account plans for key clients highlighting next steps, risk factors, and growth possibilities.
• Promote VIRSA usage in ABM, event intelligence, lead prioritization, attendance forecasting, intent monitoring, and post-event follow-ups.
• Assist clients in integrating VIRSA within their campaign and event strategies.
• Introduce clients to underutilized features with appropriate use cases and support onboarding, product demos, and client reviews.
• Gather product feedback and relay insights to internal teams.
• Manage communication for assigned clients, understanding their business goals, target audiences, campaign schedules, and stakeholder priorities.
• Coordinate with internal teams to ensure timely and accurate delivery of campaigns and reports, while proactively flagging potential risks or delays.
• Ensure all campaigns progress toward clear client action points.
• Prepare client-facing reviews on campaigns, account status, and product utilization.
• Translate engagement data into actionable business recommendations and support periodic client reviews emphasizing insights and expansion possibilities.
• Utilize reporting sessions to foster deeper product engagement.

Success Metrics

• Consistent account health monitoring with prompt risk mitigation.
• Increasing VIRSA product adoption across specified use cases.
• Readiness for renewals on accounts nearing contract completion.
• High-quality, consistent client engagement.
• Efficient coordination of campaigns, reports, and internal workflows.
• Insightful client reviews and business recommendation quality.
• Identification and advancement of qualified expansion opportunities with Sales.
• Thorough account plans, usage analyses, and tracking of subsequent steps.

Required Qualifications and Skills

• Minimum 2 to 5 years' experience in customer success, client servicing, campaign management, marketing operations, or B2B marketing delivery.
• Proven ability to coordinate multiple tasks and follow up diligently.
• Experience in B2B technology, SaaS, IT, events, marketing technology, or demand generation sectors.
• Familiarity with CRM, email marketing platforms, WhatsApp tools, event platforms, dashboards, or ABM software.
• Competence in interpreting campaign data to generate actionable insights for clients.
• Experience collaborating with enterprise-level clients.
• Basic knowledge of lead scoring, intent signals, account intelligence, and event engagement tracking.
• Excellent writing skills for creating client communications, reports, and internal documentation.
• Capability to manage multiple campaigns simultaneously.
• Comfortable working within cross-functional teams.
• Detail-focused, well-organized, and able to meet deadlines consistently.

Location

New Delhi, Delhi, India (Onsite)