Customer Success & Support

Job Title: Customer Success & Support

Executioner

Salary:

Location:

Department:

About the Role

We are looking for a high-ownership Customer Success & Support Executioner

manage onboarding, app setup, client communication, ticket handling, renewals, and upselling

for WellnessZ clients.

This role requires someone who understands the WellnessZ platform deeply, supports clients

proactively, and ensures an outstanding delivery experience from Day 1 to renewal.

Key Responsibilities

1. Platform Mastery & Client Education

Understand all WellnessZ platforms, features, and tools like an expert.

Create tutorial videos for clients and their teams.

Update user manuals and create step-by-step instructions for each feature.

2. Onboarding to Delivery Management

Contact newly closed clients and schedule onboarding meetings.

Conduct onboarding calls and understand the full scope of the project.

Collect all assets for rebranding and provide clarity + deadlines to the client.

Coordinate with the Tech Team to ensure smooth operations and timely delivery.

Test the live app thoroughly, fix issues, and make improvements before delivery.

Deliver the final app + custom strategy to the client.

3. Data Migration & App Setup

Add client data (client list, details, etc.).

Create client meal plans inside the app.

Set up the client’s entire app environment for a smooth start.

4. Objection Handling & Issue Resolution

Resolve objections related to bugs, glitches, or feature confusion by coordinating with

Tech Team.

Call end-clients directly if they face issues and ensure resolution.

Act as the first line of support for all non-technical queries.

5. Renewals & Upselling Management

Maintain consistent interaction with clients (NOT allowing silent periods).●

Take regular feedback to ensure app usage and satisfaction.

Upsell happy clients from:

Free → Rental App

Rental → Branded App

Branded → Advanced Solutions

Ensure maximum retention and repeat sales.

6. Testimonial Collection & Content Flow

Call clients and ask for testimonials.

Coordinate with the Marketing Team to prepare scripts.

Share scripts with clients and ensure recording is completed.

Get testimonials edited and posted across required platforms.

7. Sales & CSM Sheet Management

Maintain a clear sheet of:

New sales

Requirements

Delivery progress

Pending tasks

Maintain CSM transparency sheets for leadership.8. Ticketing & Bug Solving

Work with the Tech Team to understand all bugs & glitches.

Ensure fixes are done and communicated.

Track:

Number of tickets solved

Time taken to solve each ticket

Performance improvement week over week

What We Expect From You

Strong communication and follow-up skills.

Good understanding of mobile apps and basic tech flow.

Problem-solving mindset and patience when dealing with clients.

Highly organised and comfortable managing sheets and data.

Ownership mindset with willingness to take responsibility end-to-end.

Why This Role Is Special

You directly impact client satisfaction, retention, and renewals.

You gain full exposure to SaaS delivery, onboarding, and customer success workflows.●

You work closely with product, tech, and marketing teams.

Clear growth path into:

Senior CSM

Client Success Manager

Onboarding Specialist

Operations Lead

How to Apply

Send your resume to: hr@wellnessz.in

1. Subject Line:

   Application – Customer Success & Support Executioner

Role Tasks:

1) Understand all wellnessz platforms and features like master in everything

a) Make tutorial videos

b) Update the user manual for the client

c) Steps to how to use each feature

2) Onboarding to delivery:

a) contact the closed client for setting up the initial meet

b) Take the onboarding meet and understand scope of the project

c) Take all the necessary details like assets for rebranding the app and give it to the

tech team and provide a deadline to the client

d) Get back and forth with the tech team to ensure smoother operations

e) Test the live app, make changes even before delivering to the client

f) Deliver the app to the client and with the final custom strategy that was

mentioned onboarding meet

3) Data migration service:

a) Add Data to their app like meal plan creation

b) Add Data to their app like clients and all

c) Setup the app for the client

4) Objection handling

a) Any objections like bugs and glitches take care by taking to the tech team

b) Any issues if faced by the end client then call them to fix the issue

5) Ensuring renewals and upselling good clients:

a) Focus on calling and avoid no interations with the clients and take regular

feedbacks so that you know they are using the app

b) Upsell the clients who are happy to rental app or if on rental then to a full branded

app and so on

6) Testimonials:

a) Call clients ask for testimonials

b) Get a script created with the marketing team

c) Provide to the clients

d) Ensure that it is doen by the client

e) Get this edited

f) Get this posted

7) Maintain new sales and a sheet for transparency:

a) What new sales are coming

b) What are the requirements

c) Maintain sheet of csm

8) Solve all the tickets:

a) Back and forth with tech team to understand the bugs faced

b) Glitches get fixed

c) Make a record of how many tickets solved and in what time each is solved and

improve this day by day