B2B Customer Success Executive

Department: SaaS & Strategic Accounts

Employment Type: Full-time

About the Role

ViralX is hiring a B2B Customer Success Executive to own the customer journey after the sale from onboarding and training to driving product adoption and ensuring customers achieve measurable value from ViralX.

This is a proactive customer success role, not a support or ticket-resolution position. You will monitor product usage, identify adoption challenges early, re-engage at-risk accounts, and help prevent customer churn.

Who You’ll Support

• Social media management and personal branding agencies.
• Content-led D2C and e-commerce brands.
• Content-led SaaS companies and similar content-driven businesses.

Key Responsibilities

• Take ownership of customers after the sale or pilot and conduct structured onboarding.
• Train customer teams and guide feature adoption based on their specific use cases.
• Monitor product usage, identify low engagement, and proactively re-engage at-risk accounts.
• Conduct regular customer check-ins to understand what is working, what is not, and what is missing.
• Capture and route product feedback, feature requests, and adoption barriers to the Product and Operations teams.
• Track churn risk and renewal readiness while maintaining accurate records for every account.
• Identify expansion opportunities, including additional seats, accounts, and upselling opportunities, and coordinate with the Sales Lead to close them.

What We’re Looking For

• 2–5 years of experience in Customer Success, SaaS onboarding, Account Management, Implementation, or a related role.
• Prior experience in SaaS, MarTech, creator technology, or agency software is strongly preferred.
• Comfortable conducting product walkthroughs and customer training sessions.
• Analytical ability to interpret usage data and identify adoption issues before they lead to churn.
• Strong communication, relationship-management, and problem-solving skills.
• Experience working in an early-stage company or startup is a plus.

Not a Fit If

• Your experience is primarily limited to call-centre support, complaint handling, or ticket resolution.
• You view Customer Success as simply answering questions when asked rather than proactively driving adoption and customer outcomes.

Pay: Up to ₹40,000.00 per month

Benefits:

• Commuter assistance
• Provident Fund

Work Location: In person