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.
Key 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
Requirements:
- 1–3 years in Customer Success / Account Management / Support
- Strong communication and relationship management skills
- Ability to understand product workflows and explain them clearly
- Comfortable working with software / ERP / CRM systems
- High ownership and follow-through
- Organized, detail-oriented, and responsive
Skills:
- 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 (written and verbal)
- Time and task management
- Stakeholder coordination
Ideal Profile:
- Experience handling onboarding and training for multiple clients
- Exposure to SaaS based solutiopns on ERP / CRM / HCM & AI environments
- Ability to manage multiple accounts without losing control
