About Viral Vichaar One of the most fun-loving video production agencies in India 🎉 At Viral Vichaar, we craft impactful product videos, UGC content, trending Reels, and Meta ads that help brands grow through creative storytelling on Instagram. Role Summary The Success Manager (Founder's Office) is a leadership-adjacent role responsible for managing a large client portfolio, ensuring seamless delivery, driving retention and upsell, and building a high-performance success team. You'll help scale operations, support the sales process, and ensure the voice of the client is reflected in everything we do. Preferred Profile Proven experience conducting team meetings and huddles (morning, day, evening) to align operations and ensure daily clarity. Strong project management skills with the ability to prioritize, delegate, and track deliverables effectively. Skilled in client follow-ups , email and inbox management , and contract handling . Deep focus on client satisfaction, retention , and conducting regular feedback sessions to maintain long-term relationships. Experience in contract renewal discussions and identifying upsell opportunities aligned with client goals. Ability to manage a portfolio of 15–20 clients while ensuring personalized attention and timely service. Passionate about team development , onboarding of junior resources, and building scalable internal processes. Strong verbal and written communication, with a structured, proactive, and detail-oriented approach. A visible and engaging LinkedIn presence (5,000+ followers preferred) is a plus. Comfortable in a fast-paced, multi-stakeholder environment with high ownership and accountability. Worked at a marketing agency for 2–3 years, gaining hands-on experience in a fast-paced, client-focused environment. Key Responsibilities 1. Client Success & Retention Ensure high NPS scores through proactive communication and service excellence. Conduct regular check-ins, feedback calls, and strategic planning sessions. Drive client retention through relationship management and personalized strategies. 2. Contract Renewals & Upselling Track renewal metrics and identify upsell opportunities (e.g., Meta Ads & content services). Collaborate with legal and sales teams on contract handling and renewals. Work toward increasing revenue per client. 3. Client Portfolio Management Manage a portfolio of 15–20 clients with attention to detail and delivery excellence. Streamline processes to improve speed, quality, and scalability. Ensure brand consistency and strategic alignment across all client touchpoints. 4. Team Development & Onboarding Mentor junior resources and oversee onboarding for new team members. Design training modules aligned with KPIs for the Success Team. Monitor workload distribution and ensure balanced task allocation. 5. Sales & Transition Support Join daily sales calls and support lead follow-ups, client funnel setup, and onboarding. Facilitate smooth handovers to brand managers and executive assistants. Handle deal negotiations and participate in high-priority calls when required. 6. Brand Success & Internal Culture Drive community events, content initiatives, and brand visibility efforts. Lead internal engagement activities and team development projects. Collaborate with marketing and design teams for website revamp and rebranding. Identify and recommend new feedback/service/product opportunities to drive upselling initiatives. Note -As this is a managerial position, you may be required to contribute to various projects that foster a healthy culture at VV. You will be informed about these assignments via email or by your manager, and they will also be considered in your next appraisal. Also, new opportunities may arise. With your consent, these may be officially added to your KRA. Success Metrics Client NPS & Retention Rate (QoQ) Contract Renewal Rate & Revenue Growth Upselling Contributions (number & value) Team SLA Score & SOP Implementation Client Referrals (QoQ Growth) Successful Transitions & Internal Process Enhancements Note:- 📩 To apply, send your resume to: sumanta@viralvichar.com Show more Show less