Job Description

Customer Success ExecutiveProducts & Platforms 2 to 6 Yrs FullTime Noida, Noida : Customer Success Executive (SaaS Product)Location : NoidaExperience : 1 to 5 YearsRole Summary & Key Objectives :We are looking for a Customer Success Executive with 15 years of experience in handling SaaSproducts. The role focuses on driving customer adoption, ensuring high engagement, and delivering a smooth customer journey from onboarding to retention. The ideal candidate should be proactive, empathetic, and tech-savvy, with the ability to translate product capabilities into business value forclients.Core Responsibilities :Customer Onboarding & Training :- Guide new customers through product setup, onboarding sessions, and feature training.- Ensure a seamless handover from sales to customer success.Account Management & Retention :- Act as the primary point of contact for assigned customer accounts.- Regularly check in with customers to monitor adoption, usage, and satisfaction.Customer Support & Issue Resolution :- Address customer queries and issues, coordinating with technical/product teams when needed.- Ensure quick turnaround time and maintain SLA adherence.Product Adoption & Engagement :- Drive usage of key features to maximize customer value.- Share best practices and use cases with customers to improve ROI.Feedback & Advocacy :- Collect customer feedback and share actionable insights with product and development teams.- Identify potential customer advocates for case studies, testimonials, or referrals.Churn Prevention & Growth :- Monitor customer health scores and proactively manage risk accounts.- Identify upselling/cross-selling opportunities and pass leads to sales teams.Reporting & Documentation :- Maintain detailed records of customer interactions, queries, and resolutions in CRM.- Prepare usage and adoption reports for internal stakeholders.Must-Have Skills :Technical Skills :- Experience working with CRM tools (Zoho, Salesforce, HubSpot, or similar).- Hands-on with SaaS platforms, product walkthroughs, and client training.Vinove- Good understanding of ticketing/helpdesk systems (Freshdesk, Zendesk, Jira).- Strong MS Excel/Google Sheets skills for tracking customer usage and reporting.Soft Skills :- Excellent written and verbal communication skills.- Strong customer empathy and relationship management skills.- Ability to manage multiple accounts simultaneously with attention to detail.- Analytical mindset with problem-solving abilities.Good-to-Have Skills :- Exposure to customer success platforms (Gainsight, ChurnZero, Freshsuccess).- Basic knowledge of SaaS business models, renewal cycles, and churn metrics.- Experience working with API-based or integration-heavy products.- Familiarity with customer analytics tools and dashboards.Experience Requirements :- 1 to 5 years of proven experience in Customer Success, Account Management, or Client Servicing,preferably in a SaaS company.- Experience in handling B2B SaaS customers will be a strong advantage.KPIs / Success Metrics :- Customer Retention Rate % of customers retained over a period.- Product Adoption & Usage Growth in usage of key features/modules.- Customer Satisfaction (CSAT/NPS) Average customer feedback score.- Issue Resolution Time Average time to resolve customer tickets.- Renewals & Upsell Referrals Revenue retention and opportunities identified.- Response SLA Compliance % of customer queries addressed within agreed timelines (ref:updazz.com)

Skills Required