Customer Success Executive

2 weeks ago

Gurgaon, Haryana, India Work Companion Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Customer Success Executive

Location: Gurugram, Haryana

Employment Type: Full-time

Industry: SaaS, HRTech, HRMS

About WoCo

WoCo (Work Companion) is a leading HRTech SaaS company that automates HR and Payroll processes for SMBs and mid-market companies. With approximately 30,000 end users across 150+ organizations, we're on a mission to support businesses and their employees with comprehensive HRMS, Payroll, and Employee Engagement solutions.

Role Overview

We're seeking a Customer Success Executive who will own the entire customer journey from onboarding to renewal. You'll be responsible for implementing our solutions, driving feature adoption, resolving issues promptly, and building strong client relationships to ensure high retention rates.

Key Responsibilities

  • Implementation & Onboarding: Ensure all customer implementations are completed within agreed timelines, coordinating with internal teams as needed
  • Training & Adoption: Conduct regular training sessions to improve feature adoption and address customer questions
  • Issue Resolution: Proactively engage with customers, document and track issues, and ensure prompt resolution within 48 hours or per SLA
  • Customer Relationship Management: Conduct in-person visits to key accounts for training, upselling, and renewals
  • Feedback Collection: Capture actionable feedback and specific feature requirements from customers to inform product development
  • High-Alert Customer Management: Identify at-risk accounts and implement customized action plans to prevent churn

Requirements

  • 2+ years of experience in customer success, account management, or similar role, preferably in SaaS or HRTech
  • Strong understanding of HR operations and payroll processes
  • Excellent communication and presentation skills
  • Ability to build and maintain strong client relationships
  • Problem-solving mindset with attention to detail
  • Self-motivated with strong organizational skills
  • Willingness to travel for client visits (up to 30%)

Performance Metrics

Success in this role will be measured by:

- Implementation completion rate and timeliness

- Customer satisfaction scores

- Issue resolution rate and timeliness

- Feature adoption rates

- Feedback collection

- High-alert customer management success rate

Why Join WoCo?

  • Be part of a fast-growing HRTech company transforming how businesses manage their workforce
  • Opportunity to work closely with clients across various industries
  • Performance-based incentive structure
  • Collaborative work environment focused on innovation and customer success

WoCo is committed to creating an inclusive workplace where diverse perspectives thrive. We invite candidates who are passionate about customer success and ready to make a significant impact in the HRTech space to apply.

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Apply now to join our team and help businesses create better work environments through innovative HRTech solutions

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