Senior Customer Success Executive

Role & responsibilities

• Serve as the main liaison for U.S. clients, providing timely and professional support via email, phone, video calls, or chat.
• Consult and assist in setting up customer loyalty programs tailored to client needs.
• Support clients in deploying engagement touchpoints such as e-receipts, AI recommendations, offers, and campaigns.
• Monitor client usage, review reports, and recommend best practices to maximize ROI on the OptCulture platform.
• Assist in onboarding new clients, ensuring a smooth and efficient process.
• Build and maintain long-term relationships with key client stakeholders.
• Address and resolve client queries, issues, or escalations promptly.
• Collaborate with internal teams (product, tech, and marketing) to deliver solutions and improve customer satisfaction.
• Gather and share client feedback to help enhance product features and services.
• Maintain accurate client records and share insights with the management team

Preferred candidate profile

• 2- 5 years of experience in Customer Success, Account Management, or Client Servicing (preferably in SaaS or digital marketing platforms).
• Strong verbal and written communication skills, with the ability to engage professionally with U.S.-based clients.
• Ability to work in U.S. time zones when required.
• Problem-solving skills with a proactive and consultative approach.
• Familiarity with CRM tools, MS Office, and customer engagement platforms.
• Bachelors degree (Masters preferred but not mandatory).
• Interest in customer engagement tools, loyalty programs, and marketing automation.