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