The Customer Success role is responsible for managing and strengthening client relationships across B2B demand generation programs. This role acts as a key bridge between clients, Sales, and Operations to ensure smooth campaign execution, proactive communication, timely issue resolution, and solid client satisfaction.
The ideal candidate will bring a client-first mindset, ownership-driven approach, and the ability to understand campaign objectives, performance expectations, and growth opportunities. This role requires strong communication skills, solution-oriented thinking, and the maturity to manage performance-led client conversations while supporting long-term account success and retention.

Responsibilities

Key Responsibilities:
Manage and strengthen client relationships across demand generation programs, ensuring a high-quality customer experience and long-term account success.
Act as the key point of contact between clients, Sales, Operations, Data, and Delivery teams to ensure smooth execution, timely communication, and alignment on campaign objectives.
Understand client requirements, target audience, timelines, performance expectations, and success metrics to support effective campaign delivery.
Monitor account and campaign performance, identify risks early, and drive solution-oriented actions to improve outcomes and client satisfaction.
Lead performance-led client conversations, manage feedback, resolve concerns, and minimize escalations through strong ownership and proactive communication.
Support client retention, account growth, and expansion opportunities by identifying areas where additional value can be delivered.
Prepare and maintain regular account updates, including quarterly account reviews/reports, campaign performance insights, feedback summaries, and next-step recommendations.
Collaborate with internal teams to improve process efficiency, delivery quality, customer experience, and overall Customer Success standards.

Requirements

Prior experience in Customer Success, Account Management,



Client Servicing, Campaign Management, or Program Management, preferably within demand generation, B2B marketing, media, publishing, agency, lead generation, or enterprise firm environments.
Strong business communication skills with the ability to engage clients professionally, structure updates clearly, and manage discussions with confidence and maturity.
Ability to understand campaign briefs, audience criteria, delivery goals, reporting requirements, and client success metrics.
Strong analytical mindset to review campaign progress, identify gaps, interpret feedback, and recommend corrective actions where required.
Commercial understanding of retention, renewals, account development, and client value creation.
Ability to work across internal teams, manage dependencies, follow up effectively, and keep stakeholders aligned.
Strong reporting and presentation skills, including preparation of account updates, performance summaries, quarterly reviews, and action plans.
Organized, detail-oriented, accountable, and comfortable managing multiple accounts or programs simultaneously.
Positive attitude, professional maturity, and ability to remain calm and solution-focused in challenging client situations.

At iResearch, we understand and profoundly empathize with our diverse workforce s unique perspectives and needs. We are committed to fostering an inclusive and supportive environment where everyone feels truly valued and empowered to be their authentic selves. Our goal is to create a workplace free from any barriers, particularly those faced by underrepresented groups, and empower all our employees to reach their full potential.



We are passionate about promoting diversity, equity, and inclusion in everything we do.

Our advantages may vary depending on the employee s location but rest assured; we strive to offer the best perks and an inclusive environment to support your professional growth no matter where you are. From generous annual leave allowances and flexible working options to life and medical cover for you and your family, enhanced maternity and paternity packages, uncapped earning potential, hybrid working and opportunities to give back to the community through our Giving for Good Foundation. We are committed to making sure our employees are taken care of and feel valued.

Skills

Client Management, Client Relationship, Campaign Management

At iRS, while we are a global organization, we encourage local candidates to apply for any position within our organization, particularly at our large facility in Pune. Hiring individuals who reside near our company facility offers the benefits of their local insights and connection to the community to enhance our ability to provide exceptional products/services and foster meaningful relationships. We believe that hiring locally here contributes to a collaborative and efficient work environment, reinforces our commitment to sustainability, and strengthens our ties with the community we serve, giving back across the ecosystem in which we operate. We balance this with offering remote and hybrid working across our international jurisdictions to provide a fair and adaptable working environment for all employees.

5-7 Years

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Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager (Pune)
🏢 iResearch Services
📍 Pune