Customer Success Executive

Role & responsibilities

Customer Success:

• Build strong, long-term relationships with customers and ensure a smooth onboarding and

adoption journey.

• Serve as the primary point of contact for users, addressing queries, feedback, and

escalations promptly.

• Monitor customer engagement, identify at-risk users, and implement strategies to boost

retention and satisfaction.

• Collect and analyze customer feedback to provide insights that improve product

experience and communication.

• Collaborate with cross-functional teams (Product, Tech, and Marketing) to resolve issues

and enhance user value.

Marketing Campaign Delivery:

• Plan, coordinate, and execute digital marketing campaigns targeting user engagement,

renewals, and upsells.

• Collaborate with the marketing team to craft personalized communication for customer

segments (email, in-app messages, SMS, etc.).

• Track campaign performance using analytics tools, derive insights, and recommend

optimizations.

• Partner with creative and content teams to ensure all campaigns align with brand tone

and customer needs.

• Support lifecycle marketing efforts to drive customer activation, engagement, and

advocacy.

Preferred candidate profile

• Bachelors degree in Marketing, Business, or related field.

• 1–4 years of experience in Customer Success / Account Management with exposure to marketing campaign execution in a B2C SaaS environment.

• Strong understanding of customer lifecycle management, segmentation, and engagement

strategies.

• Hands-on experience with tools like HubSpot, Zoho, Freshdesk, Mailchimp, Clevertap, or

similar CRM/automation platforms.

• Excellent communication, relationship management, and project coordination skills.

• Data-driven mindset with the ability to interpret campaign and engagement metrics.