Customer Success Executive

About LineupX:

LineupX is an advanced AI-Powered SaaS platform designed for ed-tech companies,

revolutionizing their placement processes. Our platform helps high-growth ed-tech companies

and Training and Placement organizations streamline their placement workflow and connect

with thousands of potential employers. Recognized as a high-potential startup by SINE IIT

Bombay and backed by Upekkha, a global SaaS accelerator.

Role Overview:

As a Customer Success Associate, you will play a crucial role in ensuring our customers

receive value from our products. You will be responsible for supporting customers throughout

their lifecycle—helping them with onboarding, addressing their issues, and assisting them in

fully utilizing our offerings. You will work closely with Customer Success Managers and other

teams to provide the best possible customer experience.

Key Responsibilities:

● Customer Onboarding: Assist customers during the onboarding process, ensuring a

smooth transition and educating them on how to best use our product.

● Customer Support: Respond to customer inquiries through email, chat, and calls,

resolving issues promptly and efficiently while maintaining a high level of customer

satisfaction.

● Engagement & Adoption: Monitor customer usage and proactively reach out to ensure

they are fully utilizing the product and achieving their desired outcomes.

● Issue Resolution: Work with cross-functional teams (product, engineering, sales) to

troubleshoot and resolve customer issues.

● Customer Feedback: Collect feedback from customers and share insights with the

Customer Success team to improve product features and customer experience.

● Customer Education: Provide customers with educational resources, such as product

guides, webinars, and how-to documentation, to maximize their understanding and

usage of the product.

● Proactive Outreach: Identify at-risk customers and work with the Customer Success

Manager to re-engage and retain them.

● Tracking & Reporting: Maintain accurate records of customer interactions and

activities, updating CRM systems and providing weekly reports on customer health

metrics.

● Upsell & Cross-sell Support: Identify opportunities for upselling or cross-selling

additional services and products, supporting the Sales team as needed.

Skills & Qualifications:

● Experience: 1-3 years of experience in customer service, support, or a related role,

preferably in SaaS or technology-focused companies.

● Communication Skills: Strong verbal and written communication skills with the ability to

explain technical information clearly to both technical and non-technical customers.

● Customer-Focused: Empathy for customer needs and a passion for delivering a

positive experience; ability to build strong, trusting relationships.

● Problem-Solving: A proactive approach to identifying and resolving customer issues

quickly and efficiently.

● Tech-Savvy: Comfortable learning and using software tools; experience with CRMs

(e.g., Salesforce, HubSpot) and Customer Success platforms is a plus.

● Team Player: Ability to collaborate effectively with cross-functional teams, including

Sales, Product, and Engineering, to resolve customer issues.

● Organizational Skills: Excellent time management and organizational skills with the

ability to handle multiple customer requests simultaneously.

Nice to Have:

● Prior experience in a SaaS or tech environment.

● Experience with data analytics tools for tracking customer behavior and health metrics.

● Familiarity with customer success platforms such as Gainsight, Totango, or ChurnZero.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹600,000.00 per year

Work Location: In person