Customer Success Executive

Customer Success Executive (B2B/B2C SaaS)

Location: Oshiwara, Mumbai (On-site)
Employment Type: Full-time
Industry: SaaS / Creator Tech / Digital Marketing Technology

About the Role

We are looking for a proactive and customer-focused Customer Success Executive to manage the customer journey after onboarding and help clients maximize value from our platform.

This is not a traditional support role. You'll work closely with customers to drive product adoption, improve engagement, reduce churn, and identify growth opportunities. If you enjoy building relationships, solving problems, and helping customers succeed, we'd love to hear from you.

Key Responsibilities

Customer Onboarding & Adoption

• Lead customer onboarding and implementation processes.
• Conduct product walkthroughs, training sessions, and onboarding calls.
• Help customers understand platform features and best practices.
• Ensure successful product adoption and engagement.

Account Management

• Serve as the primary point of contact for assigned accounts.
• Conduct regular check-ins to understand customer goals and challenges.
• Proactively identify adoption issues and provide solutions.
• Maintain accurate customer records and activity updates.

Customer Retention & Growth

• Monitor account health and customer engagement metrics.
• Identify churn risks and implement retention strategies.
• Re-engage inactive or low-usage accounts.
• Discover upselling and expansion opportunities and collaborate with the sales team.

Customer Feedback & Collaboration

• Gather customer feedback and communicate insights to Product and Operations teams.
• Track feature requests and adoption barriers.
• Work cross-functionally with Sales, Product, and Support teams to improve customer experience.

Reporting & Analysis

• Analyze customer usage trends and engagement data.
• Prepare customer success reports and account summaries.
• Track key performance indicators related to adoption, retention, and customer satisfaction.

Requirements

• 2+ years of experience in:
• Customer Success
• Account Management
• Client Servicing
• SaaS Onboarding
• Implementation Management
• Excellent verbal and written communication skills.
• Strong relationship-building and stakeholder management skills.
• Ability to conduct product demonstrations and training sessions.
• Analytical mindset with the ability to interpret customer engagement data.
• Strong organizational and time-management skills.

Preferred

• Experience working with SaaS, MarTech, Creator-Tech, Agency Software, or Digital Platforms.
• Startup or high-growth company experience.
• Familiarity with CRM and customer success tools.
• Understanding of customer lifecycle management and retention strategies.

Pay: Up to ₹40,000.00 per month

Work Location: In person