Customer Service Executive

About the company

Zylu is a fast-scaling SaaS platform helping salons grow smarter through digital tools for booking, marketing, and business operations. We serve salon partners across India and the Middle East, and we’re looking for a proactive Customer Success Manager to help drive retention, satisfaction, and growth.

What will you do

· Own onboarding, activation, and long-term success of salon partners

· Train new users on how to use the platform via calls, Zoom, and screen sharing

· Track adoption, usage metrics, and take proactive steps to prevent churn

· Build relationships with salon owners to identify upsell or referral opportunities

· Resolve queries by collaborating with product, support, and sales

· Create help docs, training videos, and FAQs as needed

· Share user feedback with the product team for continuous improvement

· Work closely with the founders to shape a customer-first culture

· You will cross-sell and upsell services

· Communicate effectively with both internal and external leaders to understand customer needs, maximize retention and growth, and communicate learnings

· Meet CSAT KPIs

· Strong communication and interpersonal skills

· Ability to manage multiple tasks simultaneously and progress

What we offer

· Competitive salary, commission, and equity

· Opportunity to join a fast-growing startup at an early stage

· Generous stock option plan

· Work with a top-notch team

· Learn and practice the industry's best sales methodologies

· Be part of impacting small businesses with their growth journey

· Clear roles and responsibilities

· Clearly defined career growth path

Qualifications

· Bachelor's degree

• Have 2-4 years of customer-facing experience (Success, Account Management, or Support)
• Are fluent in English, Hindi, and at least one South Indian language (preferred)
• Can handle multiple accounts and stay organized under pressure
• Are patient, empathetic, and able to communicate clearly with small business owners
• Have a strong sense of ownership and a problem-solving attitude
• Bonus: Experience in SaaS, CRM tools, or service businesses like salons, spas, or clinics
• We are a software product company. Every candidate is expected to be fluent in computer skills.

Growth Path

This role is designed to grow into a Head of Customer Experience, owning the full retention and NRR engine for Zylu.

Hiring process

· Screening exercise for a selected candidate

· Mock sales to prove your skills

· You will be evaluated on the required skills and qualifications

· Selected candidates will go through a background check

Sounds like you? Apply now!

We are looking for a few superstars to join our team and help us change the world. If you are passionate about sales and helping businesses grow, we want to hear from you! Apply now, and let's build something amazing together.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹360,000.00 per year

Benefits:

• Paid time off

Work Location: In person