Customer Success Executive (CSE)

At TechBrein, the Customer Success Executive (CSE) ensures that customers get the maximum business value from our solutions and services. The CSE is the primary non-technical point of contact for clients responsible for smooth onboarding, relationship nurturing, ROI tracking, and coordination. In addition, the CSE contributes to sales support and lead generation activities.

Key Responsibilities:

Client Relationship & Engagement (Non-Technical):

Lead customer onboarding, ensuring a smooth handover from Sales/Pre-Sales and helping clients get started with our services.
Understand customer goals and align TechBrein s solutions to deliver measurable ROI and value realization. Act as the customer s advocate within TechBrein proactively communicating updates, timelines, and next steps. Conduct periodic check-ins and business reviews to assess satisfaction and adoption. Ensure timely renewals and drive long-term client retention.

Customer Retention & Satisfaction:

Track customer health and flag risks to relevant internal teams.
Collect and document customer feedback, escalating improvement areas. Support customer NPS/CSAT surveys and ensure continuous improvement.

Sales Support & Lead Generation:

Assist the sales team by following up with warm leads, inbound inquiries, and renewals.
Coordinate sales meetings, prepare proposals, and maintain accurate CRM records. Re-engage past clients or cold leads with structured outreach campaigns.

Coordination & Internal Communication:

Liaise with technical, delivery, and support teams on client requests without handling technical issues directly.
Track progress of service deliverables and keep clients informed. Maintain clear records of all client interactions and updates in CRM.

What You re NOT Responsible For:

Technical troubleshooting, architecture, or delivery.
Direct involvement in DevOps/Engineering workflows. Acting as the escalation point for support issues (handled by respective teams).

Skills & Qualifications:

Bachelor s degree in Business, Communications, or related field.
0-2 years experience in customer-facing roles (customer success, account management, or sales support). Strong communication and relationship-building skills. Organized, proactive, and detail-oriented. Familiarity with CRM platforms (e.g., Zoho), Google Workspace, and collaboration tools.

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