Customer Success Executive - Noida, India
21 hours ago
Job description
Job Description – Customer Success Executive (SaaS Product) Location: Noida Experience: 1 to 5 YearsRole 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 Skills
Technical 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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