Customer Success Executive

Job Description

Job Overview At Kratikal Tech Pvt Ltd, a leading cybersecurity organization specializing in VAPT and GRC services, the role of a Customer Success Executive (CSE) is crucial in maximizing the value our customers derive from our offerings. The CSE's primary responsibilities include driving renewals, upsells, and cross-sells, enhancing customer satisfaction, and fostering enduring relationships. By working closely with various internal teams, the CSE ensures alignment of goals and swift resolution of issues, ultimately aiming to minimize churn and boost monthly recurring revenue (MRR). Key Responsibilities Renewal/Upsell/Cross-sell​ - Identify opportunities and present client value propositions to drive renewals, upsells, and cross-sells​ to reduce churn and help in increasing monthly recurring revenue by driving training materials, and great​ service/product experience amongst customers Cross-functional Collaboration​ - Collaborate with various teams ​(Customer, VAPT, Compliance, Sales, and Accounts teams) to align project goals and enhance customer satisfaction Follow-up and Engagement​ - Regularly engage with clients to gather feedback and build strong relationships​ to enhance lifetime value through higher product usage, retention, satisfaction scores, and Net Promoter scores Customer Support & Escalations​ - Resolve customer issues promptly and manage escalations to ensure a positive customer experience Testimonials & Case Studies​ - Collect and compile success stories to showcase positive outcomes and client satisfaction Client Onboarding/Project Kickoff​ - Ensure a smooth and efficient onboarding process for new clients, setting the stage for long-term success Administrative Support​ - Assist the Account, Sales, and Business Development teams with information and data as needed, including preparing sheets and training materials. Qualifications Must have a B.Tech or BCA degree; a Master’s degree is a plus 1+ years of experience in a Customer Success role within IT Services & Consulting; experience in cybersecurity is advantageous Result-oriented with a focus on achieving renewal, upsell, and cross-sell targets Excellent communication and interpersonal skills for effective client and team engagement Continuous learning mindset to stay updated with the latest trends in cybersecurity. Why You'll Enjoy Working at Kratikal: Get the fast learning and exciting environment of a startup, combined with the stable work and strong performance of a bigger company. There's lots of room to learn, grow, and share your ideas. We also provide good benefits like health insurance, a gratuity payment, and Employees' Provident Fund (a savings plan for your future). We are an equal opportunity employer, where everyone has a fair chance. About Us: Kratikal Tech Private Limited is a leading B2B cybersecurity firm offering cutting-edge cybersecurity solutions and services such as Network Security Audits, Compliance Implementation, IoT Security, and VAPT. Serving over 150+ enterprise customers and 1825+ SMEs across industries, including E-commerce, Fintech, BFSI, NBFC, Telecom, Consumer Internet, Cloud Service Platforms, Manufacturing, and Healthcare, Kratikal is dedicated to helping organizations combat cybercriminals using advanced, technology-driven cybersecurity solutions. The company also develops in-house cybersecurity products, including AutoSecT , competing with industry giants, alongside TSAT (Threatcop Security Awareness Training), TDMARC (Threatcop DMARC), TLMS (Threatcop Learning Management System), and TPIR (Threatcop Phishing Incident Response). These products have received numerous awards and recognitions for their innovation and effectiveness. Kratikal has been honored as the Top Cyber Security Startup at the 12th Top 100 CISO Awards. With a global reach, Kratikal collaborates with renowned organizations to secure their digital landscapes. For more information, visit our websites at www.kratikal.com and www.threatcop.com.