Executive, Customer Success

About the Role

We are looking for a driven and client-focused Executive, Customer Success to join our growing team in India. In this role, you will serve as the primary point of contact for our customers, ensuring they derive maximum value from our products and services throughout their entire lifecycle. You will build strong, long-term relationships with clients across diverse industries and act as their trusted advisor within our organization.

As an Executive, Customer Success, you will work closely with cross-functional teams including Sales, Product, and Support to champion customer needs and drive measurable outcomes. You will proactively identify risks to customer satisfaction, resolve escalations efficiently, and uncover opportunities for account growth and expansion. This is a high-impact role that directly influences customer retention, renewal rates, and overall business revenue.

This position is ideal for a passionate professional with strong communication skills, a customer-first mindset, and the ability to manage multiple accounts simultaneously in a fast-paced environment. Experience working with SaaS platforms or technology-driven solutions in the Indian market will be a significant advantage.

Key Responsibilities

• Serve as the dedicated point of contact for an assigned portfolio of customers, ensuring timely responses and consistent engagement throughout the customer journey.
• Conduct regular onboarding sessions, business reviews, and check-in calls to align customer goals with product capabilities and drive adoption.
• Monitor customer health scores, usage metrics, and satisfaction indicators to proactively identify and mitigate churn risks before they escalate.
• Collaborate with internal Sales and Account Management teams to identify upsell, cross-sell, and renewal opportunities within existing accounts.
• Gather and document customer feedback and product insights, and relay actionable information to the Product and Engineering teams for continuous improvement.
• Resolve customer escalations with urgency and professionalism, coordinating with relevant departments to deliver timely and effective solutions.
• Maintain accurate and up-to-date records of all customer interactions, account status, and success milestones using CRM tools such as Salesforce or HubSpot.
• Develop and share best practices, case studies, and success stories to support customer education and community engagement initiatives.

Requirements

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field from a recognized Indian university.
• 1–3 years of experience in Customer Success, Account Management, or Client Servicing roles, preferably within a SaaS or technology company.
• Excellent verbal and written communication skills in English; proficiency in Hindi or regional languages is an added advantage.
• Strong problem-solving ability with a proactive, solution-oriented approach to managing customer challenges and expectations.
• Familiarity with CRM platforms, customer success tools such as Gainsight or Freshdesk, and Microsoft Office or Google Workspace.
• Demonstrated ability to manage multiple accounts and priorities simultaneously while maintaining high attention to detail and quality.
• A collaborative team player with the ability to work effectively across geographically distributed and cross-functional teams.

Benefits

• Competitive salary package with performance-based incentives and annual appraisal cycles aligned to industry standards.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and vision benefits.
• Flexible working arrangements including hybrid work options and generous paid leave including casual, sick, and earned leave.
• Access to structured learning and development programs, certifications, and mentorship opportunities to accelerate your career growth.
• A vibrant and inclusive workplace culture that celebrates diversity, recognizes achievements, and encourages innovation at every level.