Customer Success Specialist

Position Overview

The Customer Success Executive will be responsible for building strong relationships with clients,

ensuring their satisfaction, driving adoption of products/services, and supporting long-term retention

and growth. The role requires excellent communication, problem-solving, and coordination skills to

deliver a seamless customer experience.

Key Responsibilities

• Act as the primary point of contact for assigned customers, ensuring timely resolution of queries
• and issues.
• Drive product adoption and usage by understanding client requirements and providing
• guidance/training.
• Proactively monitor customer health and take steps to enhance customer engagement and
• satisfaction.
• Coordinate with internal teams (Support, Product, Operations, Payroll/HRMS etc.) to address
• customer needs and escalations.
• Track and manage customer lifecycle, including onboarding, engagement, renewal, and
• upselling opportunities.
• Maintain accurate records of client interactions and feedback to support business
• improvements.
• Share insights with Product/Operations teams to influence product roadmap and service
• enhancements.
• Support Quarterly Business Reviews (QBRs) and periodic check ins with key accounts.
• Ensure customers derive maximum value from the company’s offerings, helping them achieve
• their business goals.

Job requirements

• Strong communication and interpersonal skills.
• Customer-oriented mindset with problem-solving abilities.
• Ability to handle multiple accounts and prioritize effectively.
• Good understanding of SaaS / Payroll / HRMS.
• Analytical thinking and attention to detail.
• Proficiency in MS Office, CRM tools

Bachelor’s degree in Business Administration, HR, Commerce, or a related field.

• 0–3 years of experience in Customer Success / Client Service / Account Management.
• Freshers with strong communication skills and customer orientation may also be considered.

Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we

have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and

delighting their employees. Paybooks is a part of TransPerfect family of companies, the world’s largest

provider of language and technology solutions for global business with offices in more than 100 cities

worldwide.