Job Description: Customer Success Executive / Manager – VIRSA Accounts & Campaigns
Location : Delhi/Bangalore/Mumbai
Role Overview
We are looking for a Customer Success Manager to own VIRSA client accounts, drive
The Customer Success Executive / Manager will own a defined portfolio of VIRSA client accounts and will be responsible for improving product adoption, account health, renewal readiness and expansion opportunities. The role will require the person to understand client goals, map VIRSA use cases to those goals, monitor usage and risks, conduct structured client reviews and create a clear path for retention and growth.
Success in this role will be measured through account health discipline, adoption growth, renewal preparedness, quality of client reviews, timely campaign coordination and qualified expansion opportunities created in partnership with Sales and Leadership.
Key Responsibilities
What You Will Own
Account Growth & Retention
- Own assigned VIRSA accounts and track account health, usage, risks and growth opportunities.
- Drive renewal readiness through regular client engagement, value reviews and adoption tracking.
- Identify upsell opportunities across additional campaigns, events, account lists, nurture programs and intelligence requirements.
- Work with sales and leadership teams to progress ARR-linked expansion conversations.
- Build account plans for key clients with clear next steps, risks and growth potential.
Product Adoption
- Drive usage of VIRSA across ABM, event intelligence, lead prioritisation, attendance prediction, intent tracking and post-event follow-up.
- Help clients understand where VIRSA fits into their campaign and event planning.
- Identify underused product areas and introduce relevant use cases.
- Support onboarding, product walkthroughs and client reviews.
- Capture product feedback and share it with internal teams.
Client & Program Management
- Manage client communication for assigned accounts.
- Understand the client's business goals, target accounts, campaign calendar and stakeholder priorities.
- Coordinate with internal teams to ensure campaigns and reports are delivered correctly.
- Flag risks, delays and gaps early.
- Ensure every campaign or program leads to a clear next step for the client.
Reporting & Business Reviews
- Prepare client-ready campaign, account and product usage reviews.
- Convert engagement, intent, attendance and lead-priority data into clear business recommendations.
- Support monthly or quarterly reviews with insights, outcomes and expansion opportunities.
- Use reporting discussions to move clients toward deeper product usage.
Broadly, success in this role will be measured on:
- Account health tracking and timely risk management
- Product adoption across agreed VIRSA use cases
- Renewal readiness for accounts nearing contract expiry
- Quality and consistency of client engagement
- Timely coordination of campaigns, reports and internal dependencies
- Quality of client reviews and business recommendations
- Qualified expansion opportunities identified and progressed with Sales
- Quality of account plans, usage reviews and next-step tracking
Required Skills
- 2–5 years of experience in customer success, client servicing, campaign management, marketing operations or B2B marketing delivery.
- Strong coordination and follow-up skills.
- Experience in B2B tech, SaaS, IT, events, martech or demand generation.
- Exposure to platforms such as CRM, email marketing tools, WhatsApp tools, event platforms, dashboards or ABM tools.
- Ability to understand campaign data and convert it into actionable client insights.
- Experience working with enterprise clients.
- Basic understanding of lead scoring, intent signals, account intelligence or event engagement tracking.
- Strong written communication skills for client updates, reports and internal notes.
- Ability to manage multiple campaigns at the same time.
- Comfortable working with cross-functional teams.
- Detail-oriented, structured and deadline-focused.
