Customer Success - Executive/Sr. Executive
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Position: Executive/Sr. Executive - Customer Success
Location:Hyderabad
About the Role
We are looking for an experienced Customer Success Executive to manage and grow relationships with our Strategic Enterprise or SMB Accounts. The role is responsible for driving customer onboarding, product adoption, customer engagement, retention, and overall account health throughout the post-sales lifecycle.
As a trusted advisor to our customers, you will work closely with HR leaders, recruiters, and key stakeholders to maximize the value of foundit's products and services. You will also collaborate with internal Product, Engineering, Sales, Marketing, and Support teams to ensure an exceptional customer experience and contribute to continuous product improvement.
Key Responsibilities
1. Customer Success & Relationship Management
o Own the post-sales customer lifecycle for assigned enterprise accounts, including onboarding, implementation, training, adoption, engagement, and retention.
o Build strong relationships with HR, Talent Acquisition, and business stakeholders by acting as a trusted advisor and strategic partner.
o Conduct virtual customer onboarding sessions, product demonstrations, user training, and periodic business reviews.
o Proactively monitor customer health, identify risks, and implement engagement strategies to improve product adoption and customer satisfaction.
o Drive customer retention by ensuring customers realize measurable business value from foundit's solutions.
2. Account Management & Customer Engagement
o Serve as the primary point of contact for assigned accounts and ensure timely resolution of customer queries and escalations.
o Understand customer hiring challenges and recommend best practices to improve platform utilization and ROI.
o Identify and drive upselling and cross-selling opportunities by understanding customer business needs, recommending relevant foundit products and services, and partnering with the Sales team to maximize account growth and customer value.
o Identify opportunities to introduce new features, products, and value-added solutions aligned with customer requirements.
o Maintain regular engagement through business reviews, product updates, and consultative discussions.
3. Cross-functional Collaboration
o Partner with Product, Engineering, Sales, Marketing, and Support teams to address customer requirements and improve the overall customer experience.
o Gather customer feedback and provide actionable insights to Product teams for future enhancements.
o Coordinate customer implementation activities and ensure timely delivery of commitments.
o Support the Sales team during renewals, expansion opportunities, and customer presentations whenever required.
4. Customer Analytics & Operational Excellence
o Track customer adoption, engagement, retention, and satisfaction metrics for assigned accounts.
o Prepare customer health reports, usage insights, and business review presentations.
o Ensure timely documentation of customer interactions and account activities in CRM systems.
o Continuously improve customer success processes, knowledge articles, and best practices.
Required Skills & Qualifications
· 1+ years of experience in Customer Success, Account Management, Client Services, Customer Onboarding, Recruitment, HRTech, or SaaS-based B2B environments.
· Strong experience managing enterprise customer relationships throughout the post-sales lifecycle.
· Excellent stakeholder management and relationship-building skills.
· Experience conducting customer onboarding, training sessions, product demonstrations, and business reviews.
· Strong project management and organizational skills with the ability to manage multiple customer accounts simultaneously.
· Excellent verbal and written communication skills with the ability to engage senior business stakeholders.
· Strong analytical, problem-solving, and consultative skills.
· Ability to collaborate effectively across Sales, Product, Engineering, Marketing, and Support teams.
· Comfortable working with customers across different geographies and time zones.
Preferred Skills (but not mandatory)
· Prior experience in HRTech, Recruitment Technology, SaaS, or B2B Product companies.
· Exposure to CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Freshdesk, or similar tools.
· Understanding of Customer Success KPIs such as Customer Health Score, CSAT, NPS, Product Adoption, and Retention.
What We're Looking For
· Customer-first mindset with strong ownership and accountability.
· Ability to build trusted relationships with enterprise customers.
· Strong execution skills with attention to detail.
· Collaborative approach with excellent interpersonal skills.
· Passion for delivering exceptional customer experiences and driving long-term customer success.
· Adaptability to work in a fast-paced, cross-functional, and multicultural environment.
foundit, formerly Monster, has evolved from being a 'job board' to a global provider of everything you need for a successful career. We've been in the pursuit of connecting people with the right job opportunities for over two decades now. We understand your needs better than anyone else and know when recruiters are looking for someone exactly like you.
We live in a world where every experience can be highly personalised, so why should job hunting be any different foundit aims to be the perfect picture of customisation. In a vast sea of opportunities, we can fish out the right ones for you by catering to what you need - be it learning new skills, an inclusive workplace, mentorship, a fast-track career, a place to hustle or somewhere you can keep things flexible.
Job ID: 153060237
Skills:
Customer Success, Customer Support, Customer Relation, Client Relationship, Client Handling, Client Engagement
