Job Description
Job Title: Customer Success Executive
Location: Noida (Sector 62)
Experience: 25 Years
Employment Type: Full-Time
Industry: Cloud Hosting / SaaS / Technology
Reporting To: Customer Success Manager / Head of Customer Success
Job Overview
We are seeking a proactive and customer-centric Customer Success Executive to manage and grow relationships with our clients, primarily Small and Medium Enterprises (SMEs) across India.
The role focuses on ensuring customers derive maximum value from our cloud and SaaS services, leading to high retention, satisfaction, and account growth within the Indian SME segment.
The ideal candidate will be responsible for onboarding customers, driving product adoption, managing renewals, and identifying upsell/cross-sell opportunities while maintaining strong customer engagement and health scores.
Key Responsibilities
- Build and maintain strong, long-term relationships with assigned SME customer accounts across India
- Act as the primary point of contact for customer communication and issue resolution
- Understand customer business goals and align company solutions to meet their objectives
- Manage end-to-end customer onboarding and ensure smooth adoption of services
- Conduct regular check-ins, Quarterly Business Reviews (QBRs), and feedback sessions
- Monitor and improve customer success metrics such as NPS, retention, churn, and engagement
- Drive the renewal lifecycle by proactively engaging customers prior to contract expiry
- Identify and execute upselling and cross-selling opportunities within existing accounts
- Collaborate with Sales, Support, and Operations teams to ensure seamless customer experience
- Maintain accurate records of customer interactions, health scores, and renewal timelines in CRM
- Analyze customer feedback from Indian SME customers and recommend product/service improvements
Key Performance Indicators (KPIs)
- Net Promoter Score (NPS)
- Customer Retention Rate
- Customer Churn Rate
- Renewal Rate
- Account Growth (Upsell / Cross-sell)
- Customer Engagement Score
- Customer Health Score
Qualifications & Skills
- Bachelor's degree in Business, Marketing, IT, or related field
- 25 years of experience in Customer Success / Account Management / Client Servicing
- Strong understanding of SaaS or cloud-based business models, especially in the Indian SME ecosystem
- Hands-on experience with CRM tools
- Experience with customer success metrics (NPS, churn, retention, health score)
- Excellent communication, presentation, and relationship management skills
- Strong analytical and problem-solving abilities
- Proficiency in MS Office (Excel, Word, PowerPoint)
- Ability to manage multiple SME accounts in a fast-paced environment
Preferred Traits
- Proactive and ownership-driven mindset
- Strong follow-up and execution ability
- Customer-first attitude with problem-solving approach
- Ability to identify revenue opportunities within SME accounts
- Understanding of Indian business culture and customer expectations
What Success Looks Like (First 90 Days)
- Successfully onboard and manage assigned SME customer accounts across India
- Build strong relationships with key stakeholders
- Ensure high customer engagement and timely issue resolution
- Identify initial upsell/cross-sell opportunities
- Maintain accurate CRM updates and reporting
