Customer Success Executive

4 days ago

Pune, Maharashtra, India Hostin Services Full time ₹ 2,50,000 - ₹ 7,50,000 per year

About the Role

We are looking for a proactive and customer-focused Customer Success Executive / Intern to join our team. You will play a critical role in building strong customer relationships, ensuring successful adoption of our products/services, and driving customer satisfaction, engagement, and retention.

As the bridge between our technical support, billing, management, and the customers team, you will coordinate service delivery, monitor SLAs, conduct regular reviews, and ensure that overall engagement remains strong and healthy.

Key Responsibilities

  • Act as the main liaison between customers and internal teams (Service Desk, Billing, Operations/SMEs, Management) post-onboarding, ensuring a seamless customer experience.
  • Handle customer queries, concerns, and escalations promptly and professionally.
  • Ensure smooth service delivery, monitoring SLAs and addressing issues proactively.
  • Conduct regular check-ins, business reviews, and engagement activities with customers.
  • Monitor customer usage and engagement levels; proactively identify risks or upsell/cross-sell opportunities and coordinate with Sales.
  • Build and nurture strong, long-term relationships with customer stakeholders.
  • Collect and analyze customer feedback; share actionable insights with internal teams and leadership.
  • Track customer health metrics and prepare regular reports on account status and engagement.

Qualifications & Skills

  • Bachelor's degree (Business, IT, Marketing, or related fields)
  • 0–2 years of experience in Customer Success, Account Management, Client Relations, or similar roles
  • Strong communication and interpersonal skills.
  • Ability to coordinate across multiple teams and manage stakeholder expectations.
  • Analytical mindset with problem-solving abilities.
  • Familiarity with Excel Sheets and CRM tool (HubSpot) is a plus.
  • Proactive, detail-oriented, and customer-first approach.

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