Location: Chennai (Tambaram)
Experience :6 months - 2 years
Language: Multilingual
As a Customer Success Executive at Lystloc, you own a portfolio of SaaS customers from
onboarding through renewal. Your job is to make every account in your book successful enough
that they stay, grow, and refer others. You will run onboarding, track adoption, flag risk early,
surface expansion opportunities, and be the customer's first point of contact for anything that
matters.
This is a measurable, outcome-driven role. Success here is not about activity volume — it is
about retained logos, expanded revenue, and customers who would recommend us.
Key Deliverables:
- Onboard new customers to first value. Metric: Activate 90% of new accounts to first value within 14 days of kickoff.
- Retain your book of business. Metric: Maintain ≥ 95% logo retention on assigned accounts; ≥ 100% gross revenue retention.
- Grow your book through upsell and cross-sell. Metric: Source qualified expansion opportunities worth at least 15% of your book's ARR each year; partner with Sales to close.
- Flag risk before it becomes churn. Metric: Identify at-risk accounts ≥ 60 days before renewal; achieve ≥ 90% risk-flag accuracy on quarterly review.
- Turn happy customers into advocates. Metric: Deliver at least 2 customer advocacy assets per quarter — reference calls, case studies, testimonials, or blog quotes.
- Close the loop with Product. Metric: Submit a tagged customer-feedback summary every week; convert at least 1 customer insight per month into a triaged product input.
- Own customer-facing documentation. Metric: Author or update at least 2 help articles, FAQs, or how-to guides each month for your accounts and use cases.
- Hit response SLAs. Metric: Respond to customer messages within 1 business day, 95% of the time. CSAT ≥ 4.5 / 5 on assigned accounts.
What you'll do day-to-day:
- Run onboarding sessions, product walk-throughs, and training for new customers over phone, video, and email.
- Hold scheduled check-ins with your accounts: weekly for high-touch, monthly for the rest. Run quarterly business reviews for top accounts.
- Monitor usage and health metrics for every account in your book. Reach out before customers have to ask.
- Be the strategic consultant your customers come to first — help them get more value out of Lystloc, not just answer tickets.
- Spot upsell and cross-sell signals in usage data and customer conversations; hand qualified opportunities to Sales with full context.
- Write and maintain customer-facing documentation: help articles, FAQs, onboarding decks, and product guides.
- Bring structured customer feedback back to Product and Marketing teams — tagged, prioritized, and actionable.
- Build relationships with champions inside customer accounts and recruit them as references and advocates.
What we're looking for:
- 6 months – 2 years of Customer Success, Account Management, or post-sale experience at a SaaS or cloud company.
- Multilingual. Fluent in English plus at least one regional Indian language (Tamil / Hindi /Telugu / Kannada / Malayalam).
- Analytical. You can read product usage data, spot patterns, and translate them into a clear action plan for the customer.
- Strong on calls and video. Confident, warm, and professional. Comfortable demoing the product and walking customers through real business use cases.
- Clear writer. You can produce customer-facing documentation that a non-technical user can follow.
- Owns outcomes, not activity. Comfortable being measured on retention, expansion, and CSAT — not on number of calls made.
Who you are:
- Hard-working, humble, and creative — you'd rather solve a customer problem properly than route it away.
- Driven by impact. You want your work to matter to thousands of users on the other side of the screen.
- Strong communicator with both customers and internal stakeholders — Sales, Product, Marketing.
- Quick thinker who can move fast in a startup, with minimal supervision, and prioritize without being told.
Why Lystloc
- Real ownership of a book of business from day one — not a queue role.
- Tight feedback loop with Product and Sales; the work you bring back gets acted on.
- Mentorship from a senior CS and revenue team — you'll learn the playbook end-to-end.
