Sr. Customer Success Executive

Position Overview

Customer Success Manager

manufacturing, logistics, and supply chain sectors

Key Responsibilities

• Customer Relationship Management: Act as the primary point of contact for customers, ensuring strong engagement, trust, and satisfaction throughout their journey.
• Onboarding & Adoption: Lead smooth onboarding processes, guide clients through product implementation, and drive adoption of features to maximize value delivery.
• Account Growth & Retention: Proactively identify opportunities for upselling/cross-selling and ensure renewals by demonstrating ROI and business impact.
• Problem-Solving & Escalation Management: Address customer issues promptly, coordinate with cross-functional teams, and ensure timely resolution.
• Data-Driven Insights: Analyze usage data, generate insights, and share best practices with customers to improve efficiency and performance.
• Customer Advocacy: Act as the voice of the customer internally, providing feedback to product, engineering, and leadership teams to shape product improvements and innovation.
• Collaboration: Work closely with sales, product, and operations teams to ensure customer success is aligned with overall business strategy.
• Governance & Reporting: Track key customer success metrics (adoption, retention, NPS), and maintain accurate documentation of customer interactions and progress.
  

Qualifications

• Bachelor’s degree in engineering or any similar field.
• 4–8 years of experience in Customer Success, Account Management, or Client Engagement roles.
• Experience in startup environments or fast-paced, high-growth companies.
• Strong domain knowledge of manufacturing, logistics, or supply chain management.
• Proven track record of managing enterprise accounts, improving adoption, and driving renewals/expansions.
  

Skills & Competencies

• Customer-Centric Mindset: Ability to empathize with customers, understand pain points, and deliver solutions that create value.
• Domain & Technical Knowledge: Familiarity with ERP, SCM, CRM, or related systems; understanding of product adoption cycles.
• Analytical Ability: Strong skills in data analysis (Excel, BI tools, dashboards) to measure impact and guide customer decisions.
• Collaboration & Communication: Excellent communication, presentation, and stakeholder management skills; ability to influence cross-functional teams.
• Problem-Solving: Aptitude for handling escalations with tact and resolving complex customer issues.
• Startup Agility: Ability to adapt quickly, wear multiple hats, and drive outcomes in dynamic, high-energy environments.
• Tools: Experience with CRM/CS platforms (Salesforce, HubSpot, Gainsight, Zoho) and collaboration tools (Jira, Confluence, Slack).
  

What We Offer

• A high energy environment where you’ll be working alongside people who want to bring innovative tech solutions in the Indian landscape.
• A chance to become a part of the early team of a budding start-up and help shape its growth path.
• Competitive Package
• Stocks - Be part of the early-stage startup and benefit financially from the company’s growth.
• Last and the most important - Build and run your own high performance Ninja tech team!
  

About Us