Customer Success Executive

Key Responsibilities of Customer Success Executive

• Build and maintain strong, long-term relationships with customers.
• Act as the primary point of contact for customers and understand their requirements and concerns.
• Ensure successful onboarding and smooth implementation.
• Regularly follow up with customers to ensure satisfaction and resolve issues promptly.
• Coordinate with internal teams such as Vertical Head, Finance, and Operations to address customer requirements.
• Monitor customer usage, engagement, and overall satisfaction.
• Proactively identify customer needs and opportunities for upselling/cross-selling where appropriate.
• Handle customer queries, complaints, and escalations professionally and ensure timely resolution.
• Conduct regular customer reviews and provide updates on ongoing activities, issues, and deliverables.
• Maintain accurate records of customer profile, interactions, requirements, feedback, and action items.
• Collect customer feedback and communicate improvement suggestions to relevant internal teams.
• Support contract renewals and ensure timely follow-up for renewals, payments, and pending commercial matters.
• Ensure commitments made to customers are tracked and fulfilled within agreed timelines.
• Contribute to improving customer retention, satisfaction, and overall customer experience.