Customer Success Executive

Company Description

At HRS Navigation, we are redefining what's possible in the operating room with computer-assisted surgery solutions. As the first Indian company to develop such advanced technology, our flagship system, easyNav, enhances surgical workflows with precision and speed. Surgeons in neurosurgery, spine, and ENT rely on our technology to improve patient outcomes and reduce surgical time. Our mission is to democratize advanced surgical navigation across India and beyond, making precision care accessible and practical.

Job Title: Customer Success Executive

Experience Required

1+ year in a customer-facing role (Customer Support / Customer Success / Customer Experience / Sales Support)

Role Purpose

internal advocate for customers

structured service delivery

Key Responsibilities

Customer Experience

• Understand customer objectives and requirements to deliver aligned support and solutions
• Own complete customer communication lifecycle, ensuring response quality and timely follow-ups
• Maintain accurate and well-organized customer data, documents, and records
• Support and enhance customer onboarding by collaborating with regional clinical teams
• Identify gaps in customer journeys and recommend improvements to onboarding and engagement processes

Operations

• Drive standardization of customer service delivery across regions
• Log, track, and manage customer feedback, issues, and complaints with clear ownership
• Ensure timely closure of customer complaints within defined SLAs, including documentation and RCA tracking
• Update and maintain CRM systems with high accuracy and consistency
• Prepare periodic reports on customer feedback, satisfaction metrics, and service performance
• Track and analyze customer sentiment, trends, and service analytics

Sales & Marketing Enablement

• Conduct proactive outreach to prospects and potential customers
• Support account communication, upsell tracking, and AMC/CMC renewal activities
• Provide customer references and advocacy inputs to support new customer acquisition
• Assist marketing teams with campaigns, proposals, product communication, and customer insights
• Create presentations and product communication materials for customers and internal stakeholders

Required Skills

• Strong communication and relationship management skills
• Excellent follow-up ability with a strong sense of customer ownership
• Hands-on experience with CRM tools, documentation, presentations, and reporting
• Strong problem-solving skills and cross-functional coordination ability
• Ability to convert customer feedback into actionable business insights