Customer Success Executive

2 days ago

Noida, Uttar Pradesh, India Software Engineering Firm Full time ₹ 4,00,000 - ₹ 6,00,000 per year
Job Description – Customer Success Executive (SaaS Product) Location: Noida Experience: 1 to 5 Years
Role Summary & Key Objectives We are looking for a Customer Success Executive with 1–5 years of experience in handling SaaS products. 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 for clients.
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 SkillsTechnical Skills
  • Experience working with CRM tools (Zoho, Salesforce, HubSpot, or similar).
  • Hands-on with SaaS platforms, product walkthroughs, and client training.
  • 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.

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