- Position: Executive/Lead/Manager – Customer Success
- Location: Kota
- Employment Type: Full-time
- Reporting to: Head of Operations
About the Role
We are looking for a passionate and people-oriented Customer Success professional to join our team as an Executive/Lead/Manager, depending on experience. The role involves ensuring client satisfaction, driving retention, and building long-term relationships. You will act as the key bridge between customers and internal teams, ensuring seamless onboarding, proactive support, and growth in client accounts.
Responsibilities
Customer Engagement & Support:
- Serve as the primary point of contact for customers, addressing queries and concerns promptly.
- Guide clients through onboarding and product adoption.
- Provide tailored solutions and ensure customers derive maximum value from our offerings.
- Track and manage customer accounts, maintaining healthy communication and engagement.
Strategy & Growth:
- Analyze customer needs and feedback to improve service delivery.
- Identify upselling or cross-selling opportunities to drive revenue growth.
- Collaborate with sales, product, and marketing teams to align customer needs with business objectives.
- Prepare reports and share insights on customer satisfaction, churn, and account growth.
Leadership (for Lead/Manager level):
- Supervise and mentor junior Customer Success Executives.
- Build and refine customer success processes for efficiency.
- Manage escalations and ensure timely resolutions.
- Represent the customer’s voice in strategic decision-making.
Requirements
- 1–6 years of experience in Customer Success, Account Management, or Client Relations.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-first mindset.
- Familiarity with CRM tools (HubSpot, Salesforce, Zoho, or similar).
- Ability to analyze data and present insights effectively.
- For Lead/Manager role: proven experience in team management and process building.
Bonus Points For
- Prior experience in SaaS, EdTech, or Digital Marketing industry.
- Strong presentation and negotiation skills.
- Familiarity with customer lifecycle management strategies.
- Ability to handle high-value accounts and enterprise clients.
What You’ll Get
- Direct impact on customer growth and retention.
- Chance to build meaningful relationships with clients.
- A collaborative and supportive team culture.
- Opportunities to grow into senior leadership roles.
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