Customer Success Executive

Our Client has appointed us to identify and hire a **Customer Service Executive**

**Short description of company**: The company helps 400+ D2C brands grow faster by turning scattered e-commerce and marketing data into clear, actionable insights. Backed by top D2C founders and micro VCs, their platform offers real-time dashboards, smart reports, and tools that simplify decision-making and boost performance.

**Company’s vision**: Become the growth engine powering the next generation of modern e-commerce brands to scale faster and make data-driven decisions.

**The best part about this role**:

- You’ll support and engage with fast-growing D2C brands to help them unlock the full potential of their data to drive smarter decisions and scale faster.
- Work closely with founders and teams, becoming a trusted partner in their growth journey.
- If you’re selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that’s helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.

**Salary range**: 3.6 LPA to 4.8 LPA

**Location**: BKC, Mumbai (on-site)

**Meet Your Manager**:You’ll be working with a founding team member with prior experience at Zepto, Udaan, and Lodestar UM. An ISB alum with a strong marketing background, she’s played a key role in building the platform that now powers 400+ D2C brands - and has also been instrumental in driving the company’s fundraising efforts. Expect hands-on mentorship, fast-paced problem-solving, and deep insights into the D2C ecosystem.

**You will be responsible for these Key Responsibility Areas (KRAs)**:

- Drive adoption of new product features and integrations by building relationships with power users.
- Manage client queries by owning tickets end-to-end and coordinating with the engineering team.
- Identify and re-engage dormant or at-risk power users through regular account checks.
- Help existing users connect more sales channels as their business expands.
- Ensure a smooth post-onboarding journey and turn users into active platform adopters.
- Gather feedback and insights from users to share with the engineering team for improvements.

**Your Key Performance Indicators (KPIs)**:

- **Feature Adoption Rate** - Tracks how many users are actively using new product features and integrations.
- **Ticket Resolution Time** - Measures the average time taken to resolve client queries end-to-end.
- **User Retention Rate** - Monitors the percentage of power users retained or re-engaged over time.

**Who We're Looking For**
- Minimum 1-2 years of experience (including internships) in customer success, operations, or account management in the D2C or e-commerce space.
- Strong communication skills and a relationship-first approach to client interaction.
- Proficiency in MS Excel for basic data analysis and reporting.
- Good to have: Basic understanding of e-commerce platforms like Shopify or Amazon, and marketing channels like Meta or Google.
- Good to have: Prior experience handling client queries or coordinating with internal teams.
- Good to have: Interest in the D2C ecosystem and eagerness to work closely with growing brands.
- Good to have: Has worked in a startup environment and is comfortable with fast-paced execution.

Pay: ₹360,000.00 - ₹480,000.00 per year

Application Question(s):

- Current CTC ?
- Expected CTC?
- Notice Period?

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person