Customer Success Specialist

15 hours ago

Chennai, Tamil Nadu, India Innoppl Full time

Role Summary

We are looking for a motivated Customer Success Executive with 2-3 years of experience to help onboard, guide, and support our customers. You will work directly with clients to ensure smooth adoption of the product, resolve issues quickly, and help them see continuous value from our platform.

Key Responsibilities 1. Onboarding & Training

Assist new customers with product setup and onboarding

Conduct walkthroughs, training sessions, and help customers understand core features

Ensure customers complete onboarding milestones successfully

2. Customer Support & Issue Handling

Serve as the primary contact for customer questions and support requests

Troubleshoot issues and coordinate with internal technical teams for resolution

Maintain timely and clear communication with customers

3. Customer Engagement

Build trusted relationships with assigned accounts

Monitor product usage and encourage adoption of key features

Share best practices to help customers achieve their goals

4. Retention & Feedback

Identify customers who may need additional support or attention

Gather product feedback and pass insights to the product and engineering teams

Assist in reducing churn by proactively addressing customer concerns

Required Skills

2-3 years of experience in Customer Success, Client Support, or Account Management (preferably in SaaS)

Strong communication and relationship-building skills

Ability to explain product features in simple, non-technical language

Experience using CRM/CS platforms (HubSpot, Intercom, Zendesk, Gorgias, Freshdesk, etc.)

Problem-solving mindset with attention to detail

Ability to manage multiple accounts and priorities

Good to Have

Experience working with eCommerce platforms (Shopify, BigCommerce, WooCommerce, Magento)

Basic understanding of APIs, integrations, or web technologies

Familiarity with analytics tools like GA4, Mixpanel, or heatmap tools

Experience in a startup or fast-paced environment

Required Skills

(DT) - Organizational Behavior

(DT) - Personality Development

(DT) - Communication

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