Customer Success & Onboarding Executive

Role Purpose

The Customer Success & Onboarding Executive will own the customer journey from the initial post-sale handover through successful implementation, activation and early adoption. The person will coordinate customer and internal actions, deliver product training, ensure customers achieve measurable value, and identify relevant opportunities to adopt additional features or plans.

This is not pure support, chat-support or aggressive sales role. It requires consultative communication, structured follow-up, product understanding, commercial awareness and end-to-end accountability for onboarding outcomes.

Key Responsibilities

1. Onboarding Ownership

• Own assigned customers from sales handover until onboarding completion and transition to ongoing customer success or support.
• Conduct structured kickoff calls to understand the customers business model, platforms, fulfilment workflow, use cases, expected outcomes and launch timeline.
• Prepare and maintain a clear onboarding plan with milestones, owners, dependencies, target dates, risks and next actions.
• Guide customers through account setup, platform connections, configuration, product mapping, testing and go-live readiness.
• Coordinate dependencies involving the customer, support, product, engineering, QA, operations and sales teams.
• Ensure the customer reaches an agreed activation milestone, such as a successful first order, inventory sync or completed production workflow.
• Prevent onboarding from becoming inactive by following up consistently and escalating genuine blockers.

2. Product Training and Adoption

• Conduct product demonstrations and role-based training sessions for customer stakeholders.
• Explain workflows in simple business language while remaining accurate about system behaviour and limitations.
• Recommend configurations and features based on the customers operating model rather than giving generic demonstrations.
• Create or improve onboarding checklists, training material, help articles, call summaries and reusable templates.
• Monitor whether customers are using the capabilities required to achieve their intended outcome.
• Identify adoption risks and conduct follow-up sessions where customers need additional guidance.

3. Consultative Upselling and Expansion

• Identify additional WebBee features, modules, integrations or plans that solve a genuine customer requirement discovered during onboarding.
• Explain the business value, use case and expected impact of relevant features.
• Qualify the opportunity by confirming need, stakeholders, timing and expected outcome.
• Coordinate with sales or the commercial owner for pricing, proposals and closure when required.
• Maintain accurate notes and opportunity status in the relevant CRM or tracking system.
• Avoid forced selling; recommendations must be relevant, transparent and aligned with customer success.

4. Customer Communication and Relationship Management

• Act as the primary onboarding contact and maintain professional, proactive communication.
• Send clear meeting summaries containing decisions, owners, deadlines, risks and next steps.
• Manage customer expectations regarding scope, timelines, dependencies and product limitations.
• Handle objections and delays calmly while keeping the onboarding plan moving.
• Coordinate handovers to support or the ongoing customer success owner with complete context and documentation.
• Capture customer feedback and communicate recurring product or process gaps internally.

5. Issue Triage and Internal Coordination

• Perform first-level analysis when onboarding is blocked and gather screenshots, examples, order identifiers, configuration details and relevant context.
• Distinguish between missing customer action, configuration gaps, training needs, product defects and enhancement requests.
• Create clear internal tickets or tasks when another teams involvement is required.
• Follow up on internal commitments and communicate realistic status to customers.
• Do not promise product changes, delivery dates or technical outcomes without internal confirmation.

6. Metrics and Process Improvement

• Maintain accurate onboarding status, milestone dates, risks, customer health and expansion notes.
• Track time to kickoff, time to activation, onboarding completion, feature adoption, delays and reasons for non-completion.
• Identify recurring onboarding friction and recommend improvements to product, documentation, training or internal processes.
• Participate in weekly onboarding reviews and highlight customers requiring decisions or escalation.
• Contribute to scalable onboarding playbooks and standard operating procedures.

Requirements

Required Skills and Experience

• Approximately three years of experience in SaaS customer onboarding, customer success, implementation, account management or a related customer-facing role.

• Experience conducting online product demonstrations, discovery sessions and customer training.

• Strong spoken and written English, including professional email and meeting communication.

• Ability to understand software workflows, integrations and configuration dependencies.

• Experience coordinating multiple customers, tasks and stakeholders with clear follow-up.

• Ability to understand business needs and recommend suitable product capabilities.

• Comfort discussing upgrades, feature value and expansion opportunities in a consultative manner.

• Strong ownership, organization, documentation and problem-solving skills.

• Willingness to work full-time from the Noida office.

Preferred Skills

• Experience with e-commerce, fulfilment, ERP, marketplace or integration products.

• Exposure to Shopify, Amazon, TikTok Shop, NetSuite, WooCommerce or similar platforms.

• Understanding of APIs, webhooks, credentials, data synchronization and common integration failures at a functional level.

• Experience with Zoho CRM, Zoho Desk, Zoho Projects or similar CRM, support and taskmanagement tools.

• Experience working with international customers in US, UK, Europe or Australia.

• Experience achieving onboarding, adoption, retention or expansion targets.

• Basic ability to review logs, JSON/API errors or technical evidence is advantageous but not mandatory.