Customer Success Executive

About the Company

Focus Softnet

About the Role

Role Summary: Own customer relationships post-sale. Ensure clients adopt the product, see value, and stay engaged. This role directly impacts retention and revenue growth.

Responsibilities

• Manage onboarding and ensure smooth product adoption
• Act as the primary point of contact for assigned customers
• Track usage, milestones, and overall account health
• Proactively resolve issues and remove adoption blockers
• Drive customer satisfaction and long-term retention
• Identify upsell and cross-sell opportunities based on usage and needs
• Clearly communicate product value and outcomes to customers
• Work with internal teams to improve delivery and customer experience
• Create and maintain training material, guides, and FAQs
• Capture feedback and push for continuous product and process improvement

Qualifications

• 1–2 years in Customer Success / Account Management / Support

Required Skills

• Strong communication and relationship management skills
• Ability to understand product workflows and explain them clearly
• Comfortable working with software, CRM systems
• High ownership and follow-through
• Organized, detail-oriented, and responsive
• Customer onboarding and lifecycle management
• Account management and relationship building
• Problem solving and issue resolution
• Product demonstration and user training
• Upselling and cross-selling
• Data tracking and basic reporting (Excel/CRM dashboards)
• Communication – Fluent in English, Hindi and Telugu
• Time and task management
• Stakeholder coordination

Preferred Skills

• Experience handling onboarding and training for multiple clients
• Exposure to SaaS based solutions on / CRM / HCM / ERP & AI environments
• Ability to manage multiple accounts without losing control