Job Title: Customer Success Executive

Location: Bangalore Office – Terratern Pvt Ltd

Employment Type: Full Time [WFO]

About Terratern

Terratern is the fastest-growing Global Talent Mobility Solution, dedicated to guiding clients through seamless relocation journeys. We offer personalized visa assistance, job search support, and comprehensive resources to empower individuals pursuing opportunities abroad. Our commitment to client satisfaction and transparency ensures a smooth, reliable experience at every step of the immigration process.

Role Overview

As a Customer Success Executive you will own the end-to-end lifecycle of our clients—from onboarding to exit. You'll be the single point of contact, ensuring delivery of services, proactive communication, escalations handling, and driving growth through upsell and retention strategies. Your role is central to delivering successful outcomes for clients and maintaining high customer satisfaction.

Key Responsibilities

Client Lifecycle Ownership: Own the entire journey from BD handoff to client exit. This includes kickoff, success planning, weekly updates, milestone tracking (e.g., resume optimization, job applications), and final review.
Growth (Upsell & Retention): Identify client needs and pitch relevant services such as Interview Coaching, Language/Learning add-ons, Premium/Fast-Track tiers. Run save-plays for at-risk clients to reduce churn.
Escalation Management: Acknowledge escalations within 2 hours, triage severity, coordinate internal teams (PO/PC/Learning/CX), ensure resolution within defined TAT, and publish RCA with preventive actions.
Delivery Orchestration: Assign and govern Program Officers and Process Coordinators (PCs),ensure service quality and cadence, and track key milestone completions.
NPS/CSAT & Reviews: Run client feedback pulses at key milestones (D30/D90/exit), close the loop on detractors, and encourage testimonials (with consent) to support brand trust.
SOP & Policy Adherence: Ensure all client communications go through RM; apply refund policies consistently with documented approvals. Document all decisions in Notion/CRM.
Data Hygiene & Reporting: Maintain 100% CRM hygiene with accurate notes, statuses, next steps, and weekly forecasts. Track risks and recovery plans proactively.
Process Improvement: Identify service delivery bottlenecks, propose playbook changes, and conduct training for internal teams to ensure adoption.
Stakeholder Management: Set clear expectations with clients around timelines, documentation, and service TATs across Job Search Assistance (JSA), Visa, and Learning services.
Compliance & Privacy: Uphold strict data privacy and documentation protocols, ensuring full compliance with internal standards.

KPI (Key Performance Indicators)

NPS & CSAT: Meet or exceed NPS targets; close the loop on all detractors within 72 hours.
Revenue: Achieve upsell and cross-sell targets (Interview Prep, Language/Learning modules, Premium tiers, etc.).
Delivery SLAs: 100% adherence to milestone SLAs (e.g., resume optimization by Day-30, interview prep before first interview).
Escalation Resolution: Acknowledge within 2 hours; resolve within agreed TAT; zero repeat issues from the same root cause.
Churn & Refund Management: Reduce preventable churn and apply refund policy consistently with proper documentation.
CRM Hygiene: Ensure 100% CRM hygiene (statuses, notes, next steps) and maintain accurate weekly forecasts.

Eligibility

Must-have:

1-2 years in Customer Success, Account Management, or Operations in services (edtech, staffing, immigration, training, etc.).
Proven success in revenue ownership (upsell, cross-sell, retention) and driving NPS/CSAT improvements.
Experience in handling escalations and setting clear client expectations.
Strong process orientation: enforcing SLAs, building SOPs, and reducing turnaround times.
Analytical mindset: proficient with Excel/Google Sheets, basic cohort analysis, and forecasting.
Tools experience: CRM systems, helpdesk platforms, Notion, WhatsApp Business, and automation-first workflows.
Excellent communication in written and spoken English; Hindi required; regional languages a plus.
High ownership mindset; thrives in fast-paced and accountable environments.

Qualification

Domain experience in international recruitment/JSA, visa processes, or overseas education.
Exposure to Germany/GCC markets or language-learning programs.
Experience running NPS campaigns, public review generation, or customer marketing.
Certifications in Customer Success or Project Management (e.g., CCSM)

Why Join Terratern

Joining TerraTern puts you in a mission-driven organization that is changing lives. Here's what makes us unique:

Impactful Work: Help individuals achieve their dreams by guiding them through global mobility journeys.
Professional Growth: Learn from industry experts and receive continuous training on immigration trends and tools.
Entrepreneurial Culture: Take ownership of your work, propose new ideas, and solve problems creatively.
Work-Life Balance: Hybrid work arrangements ensure your well-being is prioritized.
Collaborative Environment: Be part of a motivated, high-energy team focused on delivering excellence.

Skills: customer,crm,learning,interview,client handling,escalation handling,upselling and cross-selling,testimonials,customet relationship