Customer Success Executive - Sixtifi

We are looking for a Customer Success Executive with 1 to 4 years of experience, who will ensure that customers successfully implement, adopt and continuously use Sixtifi.

Key Responsibilities Customer Onboarding

• Coordinate with new customers during onboarding.
• Understand customer HR and payroll processes.
• Assist customers in configuring Sixtifi according to their requirements.
• Coordinate employee/master-data migration and initial setup.
• Conduct product training for HR, Admin, Payroll and Management users.
• Ensure customers successfully go live.

Customer Adoption

• Monitor customer usage and identify under-utilized modules.
• Conduct periodic customer follow-ups.
• Educate customers about relevant Sixtifi features and workflows.
• Help customers adopt additional modules where relevant.
• Identify process gaps and suggest suitable Sixtifi workflows.

Relationship Management

• Act as the primary relationship contact for assigned customers.
• Understand customer requirements and business challenges.
• Maintain regular communication with key customer stakeholders.
• Track customer feedback and feature requests.
• Coordinate internally to ensure customer issues are addressed.

Retention & Growth

• Monitor customer satisfaction and engagement.
• Identify potential churn risks and escalate them internally.
• Support renewal discussions with the Sales/Account Management team.
• Identify opportunities for additional modules or services based on actual customer requirements.

Internal Coordination

• Coordinate with Support, Product, Development and Sales teams.
• Maintain accurate customer health and activity records in CRM.
• Document customer requirements and feedback.
• Participate in product improvement discussions based on customer feedback.

Required Skills

• 2-5 years of experience in Customer Success, Account Management, SaaS or HRMS/ERP.
• Excellent communication and relationship-management skills.
• Good understanding of business software and SaaS products.
• Strong problem-solving and ownership mindset.
• Comfortable communicating with HR Managers, Payroll Teams and business stakeholders.
• Good English, Hindi and Gujarati communication skills.

Good to Have

• Experience with HRMS / Payroll / ERP products.
• Experience handling B2B SaaS customers.
• Knowledge of HR and payroll processes.
• Experience with customer onboarding and product training.

Success Metrics

• Successful customer onboarding and go-live.

• Customer adoption of Sixtifi modules.

• Customer issue resolution and satisfaction.

• Renewal/retention performance.

• Customer engagement and product usage.

• Quality of customer feedback and documentation.

  Location: Surat, Gujarat
  Department: Customer Success
  Employment Type: Full-time
  Experience: 1-4 Years

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.