Customer Success Executive

Position Overview

We recruiting for a client seeking a dedicated Customer Success Associate to drive exceptional customer

experiences throughout the entire customer lifecycle. This is a fully remote work-

from-home position for a customer-focused professional who thrives in a SaaS

environment and is passionate about client success.

Key Responsibilities

Customer Onboarding & Product Demonstrations

• Conduct engaging SaaS product demonstrations for prospective and existing

clients

• Lead comprehensive client onboarding processes to ensure successful platform

adoption

• Create and deliver tailored training sessions based on client needs and use

cases

• Enhance existing onboarding materials and suggest best practice improvements

based on customer feedback

Technical Support & Issue Resolution

• Manage and resolve customer technical issues efficiently and effectively
• Perform technical debugging of customer-reported issues and document the

findings clearly

• Respond to customer support emails with detailed, actionable solutions
• Communicate technical issues and debugging findings to development teams

for quick resolution

• Maintain comprehensive records of customer interactions and resolutions

Cross-Functional Collaboration

• Partner with software development teams to communicate customer feedback

and feature requests

• Collaborate with product teams to influence roadmap priorities based on

customer insights

• Support commercial and partner management teams with customer expansion

opportunities

• Provide customer-driven insights to marketing teams

Account Management

• Build and maintain strong relationships with assigned customer accounts
• Conduct regular health assessments and strategic check-ins with key clients
• Identify opportunities for account growth and expansion
• Serve as primary point of contact for customer success initiatives

Required Qualifications

• Experience: 2-4 years in customer success, customer support, or related SaaS

roles

• Technical Expertise: Demonstrated experience in product demonstrations,

technical issue management, and debugging with ability to communicate the

findings to development teams

• Communication: Excellent written and verbal communication skills with ability

to explain technical concepts to diverse audiences

• Analytical Skills: Strong problem-solving abilities with meticulous attention to

detail

• Cross-Functional Collaboration: Proven experience working with technical

teams, particularly software developers

• Adaptability: Ability to quickly learn and master new tools and software

platforms

• Customer-Centric Approach: Genuine passion for driving customer success

and business outcomes

Preferred Qualifications

• Platform Experience: Familiarity with e-commerce and CRM tools (HubSpot,

Pipedrive, Shopify, Stripe, etc.)

• Global Market Experience: Previous experience supporting international

customers from UK, Europe, and Australia

• Remote Work Proficiency: Proven success working remotely with strong self-

management capabilities

• AI-First Learning: Enthusiasm for leveraging AI tools and technologies to

enhance productivity and customer success outcomes

• Schedule Flexibility: Ability to accommodate global customer base across

multiple time zones

• Industry Knowledge: Understanding of SaaS business models and customer

success metrics

Key Competencies

• Strategic thinking with ability to understand customer business objectives
• Cultural sensitivity and experience working with diverse, international clientele
• Exceptional organizational and project management skills
• Proactive problem-solving mindset with customer advocacy focus
• Continuous learning orientation in fast-paced technology environment

What We Offer

• Fully remote work-from-home position with flexible working arrangements
• AI-first learning culture at Cloudify that encourages innovation and continuous

improvement through AI adoption

• Opportunity to work with diverse, global customer base
• Professional development and career growth opportunities
• Collaborative environment with cross-functional teams
• Exposure to cutting-edge SaaS technology and industry best practices Role & responsibilities

INTERVIEW Process

Preliminary round of telephonic interview followed by

Round 1 : Assignment

Round 2 and Round 3 : video call with tech team

Round 4: HR