Customer Success Executive

Customer Success Executive

Job Overview

As a Customer Success Executive, you will be the primary contact for enterprise clients, responsible for onboarding, implementation, and ongoing relationship management. You will drive product adoption, manage a small customer success team, and work closely with product managers, technical teams, and client stakeholders to deliver business value and measurable outcomes.

Key Responsibilities

Client Relationship Management

• Build and nurture strong relationships with key client stakeholders (primarily MNCs and IT services).
• Act as the primary point of contact for post-sales engagement, feedback, and escalations.
• Monitor client satisfaction, usage trends, and proactively address concerns.

Implementation & Onboarding

• Understand client workflows and configure the platform to align with their processes.
• Plan and manage implementation and onboarding timelines with internal teams.
• Conduct product demos, training, and support User Acceptance Testing (UAT) and go-live.

Team Coordination

• Manage a small team of implementation or support executives.
• Assign tasks, review progress, and ensure timely client deliverables.
• Support team growth and performance with mentorship and guidance.

Adoption & Retention

• Drive product usage and feature adoption across client organizations.
• Identify upsell/cross-sell opportunities in collaboration with account managers.
• Collect structured feedback and translate client needs into product insights.

Travel & On-site Support

• Travel to client locations for implementation support, relationship management, and training as required.

Issue Resolution

• Coordinate with support and product teams to resolve technical and functional issues.
• Document client-specific resolutions and maintain a shared knowledge base.

Reporting & Documentation

• Maintain up-to-date documentation on client configurations, SOPs, and status reports.
• Share regular progress updates and success metrics with internal stakeholders.

Qualifications and Skills

Technical & Product Skills

• Good understanding of SaaS platforms, business process automation, and enterprise workflows.
• Prior experience in software onboarding, CRM/ERP configuration, or client success roles.
• Proficient in tools like ticketing systems, spreadsheets, and basic reporting dashboards.

Customer-Facing & Leadership Skills

• Excellent verbal and written communication in English.
• Strong client management skills with experience working with senior stakeholders.
• Ability to lead a small team and handle multiple client accounts simultaneously.

General Skills

• Minimum

  2 years of experience

  in customer success, implementation, or software client engagement roles.
• Highly organized, self-driven, and solution-oriented with a bias for action.
• Bachelor’s degree in Engineering, Computer Applications, or a related discipline.

Work Schedule and Location

• Work Type:

  Full-time, On-site + Client Travel

• Base Location:

  Hyderabad, India

• Travel:

  20–40% (primarily within metro cities in India)

• Working Hours:

  9-hour shift with flexibility

• Working Days:

  5 days a week (Mon–Fri)

What We Offer

• Competitive Compensation:

  Salary + Travel Allowance + Incentives

• Career Growth:

  Path to Senior Customer Success Manager or Client Engagement Lead roles

• Culture:

  Ownership-driven, collaborative, and growth-oriented work environment

• Skill Development:

  Exposure to real-world enterprise use cases and SaaS delivery at scale

Join Us!

Colosseum Tech Solutions Pvt Ltd