Senior Customer Success Executive

Job Title: Customer Success Executive - Implementation Team

Location: Hyderabad

Experience: 3-4 Years

Industry: EdTech / SaaS

Job Summary

We are looking for a Customer Success Executive to join our team supporting our suite of products ERP & LMS Product

This role is central to ensuring new customers have a smooth onboarding experience and go on to become long-term, successful users of our platform.

Once a customer onboards, this person will be the primary point of contact responsible for taking them from kickoff to a confident, self-sufficient user of the system before handing them off to our Support team.

Key Responsibilities

• Kickoff & Requirement Gathering: Lead kickoff calls with new customers to understand their specific requirements, workflows, and goals.
• Implementation: Configure and implement the ERP/LMS/Coach Pro solution based on the customers requirements.
• Training & Onboarding: Conduct training sessions for customer teams (admins, staff, faculty) to ensure smooth adoption of the system.
• Usage Monitoring: Track and evaluate product usage post-implementation to ensure the customer is deriving value and using the system correctly.
• Handover to Support: Ensure a clean, well-documented transition to the Support team once the customer is fully onboarded and using the system independently.
• Relationship Building: Build strong, trust-based relationships with customers to become their go-to advisor during the implementation phase.
• Drive Usage & Upsell: Proactively identify opportunities to increase product usage and upsell additional modules/features, helping customers get long-term value from the system.
• Customer Success Mindset: Work towards making the customer 'run' independently and successfully with the system for the long term.

Requirements

• 3-4 years of experience in implementation, onboarding, customer success, or training roles (EdTech/SaaS background preferred).
• Prior experience implementing EdTech software is a strong advantage.
• Excellent communication skills with fluency in Hindi and English (knowledge of additional regional languages is a plus).
• Strong interpersonal and relationship-building skills.
• Ability to understand customer requirements and translate them into actionable implementation plans.
• Self-driven, with a proactive approach to identifying upsell/usage opportunities.
• Willingness to travel to customer locations occasionally, as required.

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