Customer Success Executive

Job Role: Customer Success Exectuive

Location: Noida, Sector-16

Employment Type: Full-Time

Department: Customer Success

About Us

Makunai Global is a unified platform that brings together multiple SaaS products under a single console, enabling businesses to seamlessly grow, engage customers, and optimize their digital presence. We are a fast-growing startup driven by customer-centricity, ownership, and execution excellence.

Role Overview

As a Customer Success Executive, you will manage the complete customer lifecycle - from onboarding and product setup to adoption, support, and revenue growth. This role requires a strong balance of customer success and sales acumen, with a focus on the Indian market and achieving defined performance targets.

Resposibilties

1. Manage end-to-end customer lifecycle: onboarding, implementation, adoption, and retention
2. Execute smooth product setup and onboarding for new customers
3. Drive product adoption and usage across accounts
4. Identify and close upselling and cross-selling opportunities
5. Own and achieve revenue and customer success targets (non-negotiable KPIs)
6. Act as the primary point of contact for customer queries and provide timely resolutions
7. Monitor customer health metrics, usage patterns, and feedback to reduce churn
8. Conduct regular check-ins, follow-ups, and success reviews with customers
9. Collaborate with sales, product, and support teams to improve overall experience
10. Maintain accurate data in CRM tools and track customer interactions and pipelines

Required Qualifications

1. Bachelor's degree in Business, Engineering, Computer Science, or a related field
2. 6 months to 3 years of experience in customer success, support, or client-facing roles
3. Mandatory experience working with Indian customers/market
4. Proven exposure to selling, cross-selling, or revenue ownership
5. Hands-on experience or understanding of product setup/implementation
6. Strong communication, negotiation, and interpersonal skills
7. Ability to work under pressure and meet strict targets
8. Tech-savvy with willingness to learn SaaS tools and platforms
9. Familiarity with CRM tools like HubSpot, Salesforce, or similar

Preferred Skills

1. Experience in SaaS or B2B environments
2. Understanding of metrics like NPS, churn, retention, and CSAT
3. Knowledge of onboarding strategies and customer journey mapping

Why Join Us

1. Work in a high-growth startup with strong ownership and accountability
2. Direct exposure to revenue-driving functions (success + sales)
3. Collaborative and fast-paced work environment
4. Clear learning path toward senior Customer Success or Account Management roles
5. Opportunity to directly impact customer growth and product evolution