You are a proactive and customer-focused Senior Customer Success Executive responsible for managing key client relationships, ensuring high customer satisfaction, and driving product adoption. Your role involves acting as a bridge between customers and internal teams to ensure seamless communication, issue resolution, and long-term client success. Your key responsibilities include:
Serving as the primary point of contact for assigned clients/accounts
Building and maintaining strong, long-term client relationships
Understanding customer business goals and aligning product usage accordingly
Handling L2/L3 support queries with a solution-oriented approach
Ensuring timely resolution of tickets, escalations, and technical issues
Coordinating with internal teams (Tech, QA, Product) for faster resolution
Driving customer onboarding, training, and adoption
Monitoring customer health metrics and proactively reducing churn
Identifying opportunities for upselling and cross-selling
Maintaining SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics
Preparing regular reports and insights on customer performance
Suggesting process improvements to enhance customer experience
Conducting regular client calls, reviews, and feedback sessions
Translating customer feedback into actionable insights for product teams
Ensuring explicit documentation of issues, solutions, and workflows
Required Skills & Qualifications:
Must-Have Skills:
Strong experience in Customer Support / Customer Success (B2B preferred)
Excellent communication and stakeholder management skills
Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk)
Ability to handle client escalations and critical situations professionally
Strong analytical and problem-solving abilities
Technical/Domain Skills (Preferred):
Basic understanding of SaaS platforms, APIs, or software products
Experience working with support ticketing systems
Familiarity with SLAs, KPIs, CSAT, NPS tracking
Your key responsibilities include:
Serving as the primary point of contact for assigned clients/accounts
Building and maintaining strong, long-term client relationships
Understanding customer business goals and aligning product usage accordingly
Handling L2/L3 support queries with a solution-oriented approach
Ensuring timely resolution of tickets, escalations, and technical issues
Coordinating with internal teams (Tech, QA, Product) for faster resolution
Driving customer onboarding, training, and adoption
Monitoring customer health metrics and proactively reducing churn
Identifying opportunities for upselling and cross-selling
Maintaining SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics
Preparing regular reports and insights on customer performance
Suggesting process improvements to enhance customer experience
Conducting regular client calls, reviews, and feedback sessions
Translating customer feedback into actionable insights for product teams
Ensuring explicit documentation of issues, solutions, and workflows
Required Skills & Qualifications:
Must-Have Skills:
Strong experience in Customer Support / Customer Success (B2B preferred)
Excellent communication and stakeholder management skills
Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk)
Ability to handle client escalations and critical situations professionally
Strong analytical and problem-solving abilities
Technical/Domain Skills (Preferred):
Basic understanding of SaaS platforms, APIs, or software products
