Customer Success Executive

6 hours ago

Mumbai, Maharashtra, India Taabi Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Position:

Customer Success Executive / Customer Onboarding Executive / Customer Program Executive

Job Overview:

We are looking for a highly driven individual to nurture long-term client relationships and ensuring high customer retention in our IoT-enabled SaaS ecosystem. You will be the primary point of contact for assigned accountsensuring successful onboarding, maximizing value realization, and identifying opportunities for upselling, cross-selling, and subscription renewals.

This role demands:

  • Strong relationship management
  • A deep understanding of subscription-based business models
  • Familiarity with customer success best practices in a tech environment

Key Responsibilities:

  1. Customer Retention & Renewals

  2. Maintain high retention by building trust and delivering consistent value

  3. Own the renewal lifecycle, proactively engaging with clients ahead of renewal dates

  4. Monitor customer health metrics and mitigate churn risks with data-driven action plans

  5. Relationship Management

  6. Foster strategic, long-term relationships with key stakeholders and decision-makers

  7. Conduct regular business reviews to assess satisfaction and uncover expansion potential

  8. Customer Advocacy

  9. Act as the voice of the customer internally—champion their needs with product and support teams

  10. Provide actionable insights to help shape product roadmaps and enhancements

  11. Proactive Engagement & Support

  12. Conduct regular check-ins and usage reviews to drive continued product engagement

  13. Troubleshoot issues promptly and coordinate with technical teams when needed

  14. Data & Insights

  15. Use analytics to track customer engagement, usage, and satisfaction

  16. Report on key metrics such as SOB growth, churn rate, and renewals to inform leadership

  17. Training & Enablement

  18. Deliver training and resources to ensure customers are equipped to fully leverage the platform

  19. Share best practices and success stories to inspire deeper adoption

KPIs / Success Metrics:

  • Customer Retention Rate – Renewals on favorable terms
  • Customer Health Scores – Engagement & satisfaction levels
  • CSAT & NPS – Customer satisfaction and loyalty scores

Skills & Qualifications:

  • Relationship Building – Strong communication and stakeholder management
  • Analytical Mindset – Ability to interpret customer behavior and metrics
  • Customer-Centric Attitude – Proactive, empathetic, and solution-oriented
  • Tech Savvy – Comfortable with SaaS platforms and supporting customers

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