Customer Success Executive

Customer Success Executive

Experience: 13 years

Reports to: Customer Success Lead / Manager

What the role is about

A hands-on, customer-facing role focused on running the day-to-day of a set of accounts — AWS billing, reporting, analytics, and query resolution. Ideal for someone with strong Excel and analytical skills, good communication, and a basic understanding of cloud/IT infrastructure who wants to grow into account ownership.

Day-to-day responsibilities

• Serve as the day-to-day point of contact for a set of assigned customer accounts, keeping them engaged and satisfied.
• Handle customer requests on AWS billing — invoices, credits, RI/Savings Plans queries, refunds, and adjustments — coordinating with internal AWS Client Services teams.
• Prepare weekly, monthly, and yearly billing reports, cost trend analysis, and pricing calculations for customers and internal stakeholders.
• Build and maintain reports, trackers, and dashboards in Excel and on the ticketing tool; keep data accurate and clean (data hygiene).
• Track and respond to support tickets, following them through to resolution within SLAs.
• Monitor cost/usage and flag anomalies or savings opportunities to the customer and the internal team.
• Create and improve reporting templates and dashboards to make recurring reporting faster and more consistent.

Must-have skills & qualifications

• 1–3 years of relevant experience, currently working directly with clients / in a customer-facing or client-support role.
• Basic understanding of IT infrastructure and cloud concepts.
• Strong analytical skills and advanced MS Excel (VLOOKUP/HLOOKUP, Pivot Tables, Mail Merge, Macros); good MS Word.
• Excellent written and spoken English; able to explain complex topics simply to customers.
• Basic understanding of IT service (ITS) practices and data hygiene.
• Strong attention to detail and the ability to juggle multiple priorities in a fast-paced environment.

Good to have: Knowledge of AWS/GCP, or exposure to a cloud consulting / AWS Partner / MSP environment.

Senior Customer Success Executive

Experience: 3–5 years

Reports to: Customer Success Lead / Manager

What the role is about

A more senior, ownership-driven version of the CSE role. Alongside the core billing, reporting, and analytics work, the Senior CSE owns the customer relationship more fully — leading reviews, handling larger or more complex accounts, driving retention, improving processes, and supporting junior team members.

Day-to-day responsibilities

• Own the end-to-end relationship for a portfolio of accounts, driving engagement, satisfaction, and retention.
• Lead regular reviews (weekly / monthly business reviews) with customers — presenting billing insights, cost trends, savings delivered, and next steps.
• Manage complex and custom reporting — multi-account views, tag-based breakdowns, and business-specific formats.
• Own accurate weekly/monthly/yearly billing, trend analysis, and pricing calculations with a high bar for data integrity.
• Coordinate with AWS account teams and internal Analytics/Support teams on escalations, commercial queries (RI conversions, refunds), and resolutions.
• Act as a process anchor — build and refine reporting templates, dashboards, SOPs, and account playbooks.
• Mentor and guide Customer Success Executives, setting the standard for engagement quality and process excellence.
• Proactively identify operational improvements and cost-saving opportunities, and drive them to closure.

Must-have skills & qualifications

• 3–5 years of relevant experience, currently working with clients in a customer success / account management / client-support role.
• Solid understanding of IT infrastructure and cloud concepts (AWS/GCP).
• Strong analytical skills and advanced MS Excel (VLOOKUP/HLOOKUP, Pivot Tables, Mail Merge, Macros); good MS Word.
• Excellent communication, presentation, and relationship-building skills in English.
• Good understanding of IT service (ITS) practices, data hygiene, and reporting governance.
• Strong stakeholder management; comfortable with ambiguity and working across functions.
• Proactive, customer-first mindset with strong problem-solving skills.

Good to have: AWS/GCP knowledge or certifications; prior experience in a cloud consulting / AWS Partner / MSP environment.