Customer Success Executive

2 days ago

Hyderabad, India CloudHire Full time

Job Overview:

We are seeking a proactive and customer-focused Customer Success Executive / Account Manager to serve as the primary point of contact for assigned clients after the sale. This role is crucial in driving customer satisfaction, platform adoption, retention, and growth within our SaaS business. The ideal candidate will have strong communication and relationship management skills, a deep understanding of SaaS business models, and the ability to manage multiple client accounts effectively.

Key Responsibilities:

  • Act as the main liaison for assigned customers, ensuring a positive post-sale experience and ongoing satisfaction.
  • Lead the onboarding process for new customers, facilitating smooth adoption and effective utilization of the SaaS platform.
  • Proactively engage with clients to understand their business goals, challenges, and needs, providing tailored solutions and guidance.
  • Monitor customer health scores, usage metrics, and engagement data to identify risks and opportunities, driving timely renewals.
  • Manage and resolve escalations by collaborating with internal teams such as support, product, and sales.
  • Identify upsell and cross-sell opportunities and work closely with the sales team to drive customer growth.
  • Build and maintain strong, long-lasting customer relationships through consistent communication and trust-building.
  • Prioritize and manage multiple accounts simultaneously to ensure timely and effective service delivery.

Skills and Qualifications:

  • Minimum 2+ years of experience in customer success, account management, or a related customer-facing role in a SaaS or technology environment.
  • Exceptional communication skills with the ability to build and maintain strong customer relationships.
  • Solid understanding of SaaS business models, customer lifecycle, and metrics that drive success.
  • Experience using Customer Success platforms or CRMs such as Gainsight, Salesforce, or similar tools.
  • Strong problem-solving skills with a customer-centric mindset and passion for ensuring customer success.
  • Proven ability to manage multiple accounts and prioritize effectively in a fast-paced environment.
  • Ability to work collaboratively across teams and communicate customer needs and feedback clearly.

Preferred Qualifications:

  • Previous experience in Customer Success, Account Management, or related roles within SaaS companies.
  • Familiarity with data analytics and usage metrics to drive customer insights and strategic actions.
  • Bachelor's degree in Business, Marketing, or a related field is a plus.

Job Location : Hyderabad

Working Day : 6 days a week

Shift Timings : 11AM to 8PM or 10AM to 7PM

Budget : LPA

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