Customer Success Executive

Role Overview

As a Customer Success Executive, you will play a key role in managing customer relationships and delivering a seamless post-sales experience. You'll support onboarding, foster product adoption, resolve customer concerns, and contribute to customer satisfaction and retention. Working closely with the Customer Success Manager and other internal teams, you will be the customer's go-to representative and voice within the company.

Key Responsibilities

• Assist in managing the end-to-end customer lifecycle including onboarding, support, adoption, and retention.
• Serve as the primary point of contact for customer queries, feedback, and issues—ensuring a consistent and high-quality experience.
• Collaborate with internal teams (product, sales, operations) to address customer challenges and improve satisfaction.
• Monitor and analyze customer health metrics, taking proactive steps to improve engagement and reduce churn.
• Work with the Customer Success Manager to improve Net Promoter Score (NPS) by championing customer feedback and improvements.
• Manage CRM platforms and maintain detailed records of customer interactions, feedback, and service actions.
• Support community building and customer growth by identifying upsell or cross-sell opportunities and sharing them with the sales team.
• Provide prompt and professional responses to customer support requests and coordinate resolutions with relevant departments.
• Create reports and maintain dashboards on customer satisfaction, retention, and service performance.

• Minimum graduate degree (MBA preferred).
• 1–3 years of experience in customer success, client servicing, or customer relationship management.
• Excellent verbal and written communication skills in English and Hindi.
• Proficient in Google Sheets and MS Excel for tracking, reporting, and analysis.
• Strong ability to resolve conflicts and maintain long-term positive relationships.
• Hands-on experience with CRM tools and customer service platforms.
• Ability to work cross-functionally with sales, product, and service teams to meet customer needs.
• Skilled in de-escalating issues and turning customer challenges into opportunities.