Vinove - Executive - Customer Success (2-6 Yrs) Noida/up (it Sales)
21 hours ago
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
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