Customer Success Executive / Customer Onboarding Executive / Customer

Position:

Customer Success Executive / Customer Onboarding Executive / Customer Program Executive

Job Overview:

We are looking for a highly driven individual to nurture long-term client relationships and ensuring high customer retention in our IoT-enabled SaaS ecosystem. You will be the primary point of contact for assigned accountsensuring successful onboarding, maximizing value realization, and identifying opportunities for upselling, cross-selling, and subscription renewals.

This role demands:

• Strong relationship management
• A deep understanding of subscription-based business models
• Familiarity with customer success best practices in a tech environment

Key Responsibilities:

1. Customer Retention & Renewals

• Maintain high retention by building trust and delivering consistent value
• Own the renewal lifecycle, proactively engaging with clients ahead of renewal dates
• Monitor customer health metrics and mitigate churn risks with data-driven action plans

2. Relationship Management

• Foster strategic, long-term relationships with key stakeholders and decision-makers
• Conduct regular business reviews to assess satisfaction and uncover expansion potential

3. Customer Advocacy

• Act as the voice of the customer internally—champion their needs with product and support teams
• Provide actionable insights to help shape product roadmaps and enhancements

4. Proactive Engagement & Support

• Conduct regular check-ins and usage reviews to drive continued product engagement
• Troubleshoot issues promptly and coordinate with technical teams when needed

5. Data & Insights

• Use analytics to track customer engagement, usage, and satisfaction
• Report on key metrics such as SOB growth, churn rate, and renewals to inform leadership

6. Training & Enablement

• Deliver training and resources to ensure customers are equipped to fully leverage the platform
• Share best practices and success stories to inspire deeper adoption

KPIs / Success Metrics:

• Customer Retention Rate – Renewals on favorable terms
• Customer Health Scores – Engagement & satisfaction levels
• CSAT & NPS – Customer satisfaction and loyalty scores

Skills & Qualifications:

• Relationship Building – Strong communication and stakeholder management
• Analytical Mindset – Ability to interpret customer behavior and metrics
• Customer-Centric Attitude – Proactive, empathetic, and solution-oriented
• Tech Savvy – Comfortable with SaaS platforms and supporting customers