Customer Success Executive

InRadius | Role Charter

Position: Customer Success Executive

Reporting To: Founder's Office – Product & Customer Success Lead

Role Objective

To build strong and ongoing relationships with employer clients (talent seekers) on the InRadius

platform. This role is central to improving employer satisfaction, platform engagement,

conversion to paid plans, and long-term retention. The individual will act as the first line of

support and relationship-building for employers, ensuring they extract maximum value from the

platform.

Your Core Responsibilities

1. Employer Onboarding & Support

- Ensure all new employer sign-ups receive proper onboarding via calls, walkthroughs, or

WhatsApp support.

- Assist employers in completing their company profiles, verifying details, and posting their first

job.

2. Engagement & Usage Activation

- Monitor platform activity and proactively engage low-activity employers.

- Share platform tips, best practices, and success stories to encourage deeper usage.

- Follow up on job posting progress and hiring outcomes to close the feedback loop.

3. Paid Plan Conversion

- Understand employer hiring needs and pitch relevant paid plans and features.

- Share benefits of premium access, visibility boosts, and curated shortlists to convert free users

into paying clients.

4. Relationship Building & Retention

- Maintain regular contact with employers to build trust and relationship equity.

- Handle concerns, feature requests, or dissatisfaction with empathy and prompt resolutions.

- Work closely with Product and Growth leads to pass on actionable insights from employers.

5. CRM & Task Management

- Maintain detailed activity logs and engagement status in CRM.

- Follow daily/weekly schedules for callbacks, emailers, renewals, and retention conversations.

- Support periodic reporting on satisfaction and retention metrics.

Tools & Skills You'll Use or Learn

CRM Tools: Google Sheets / HubSpot (TBD)

Communication: WhatsApp, Email, Zoom, Crisp Chat

Analytics: Internal Dashboards, Feedback Forms

Sales Enablement: Plan Pitching, Objection Handling

Monthly Operating Rhythm

- Daily Employer Check-ins & Follow-ups

- Weekly Status Review with Product & CS Lead

- Monthly Retention & Conversion Report

- Quarterly CSAT Survey & Feedback Analysis

✅ What Success Looks Like (First 3–6 Months)

- Activate 100+ new employer accounts and assist them to post at least one job.

- Convert 20% of active employers into paying customers within 3 months.

- Maintain renewal rate of 80%+ among paid employers.

- Ensure CRM is 100% updated after every employer interaction.

Additional Responsibilities

- Make 10–12 follow-up calls/emails per day to ensure employer engagement.

- Track inactive accounts and plan proactive win-back strategies.

- Ensure all interactions and objections are recorded in CRM for insight reporting.

Final Note

You are the relationship driver for employers using InRadius. Your proactive support,

empathetic listening, and timely nudges will make employers feel heard, valued, and satisfied.

You will not only help them succeed on the platform but also help InRadius grow through higher

retention and revenue.

Job Types: Full-time, Permanent

Benefits:

• Provident Fund

Schedule:

• Day shift
• Monday to Friday

Language:

• English (Required)

Work Location: In person