Customer Success Executive

Customer Success Executive – MetalCloud About NowPurchase Building the future of Metal Manufacturing! NowPurchase is transforming the $140B metal manufacturing industry the backbone of infrastructure, transportation, and industrial growth. We are building Indias most trusted digital procurement platform for metal manufacturers while creating an operating system that makes procurement smarter, faster, and autonomous . We are a growing team of 150+ professionals with a strong PAN India presence, supported by 2 registered offices, 7 warehouses, and 2 Processing unit centers, enabling seamless nationwide operations. Having worked with 250+ foundries across India, we’re now scaling aggressively—across regions, products, and value-added solutions. Our momentum has been recognized globally and nationally, including: Financial Times High-Growth Companies Asia-Pacific (2024 & 2025) India’s first-ever ESOP buyback by a B2B commerce startup (2024) Innovative Startup of the Year – Eastern Leadership Awards 2025 Dun & Bradstreet Startup50 Award Deloitte Technology Fast 50, India (2025) Location: Kolkata Experience: 2–4 years Key Responsibilities Renewals & Retention •    Own the full renewal life cycle for all account portfolios — from early conversations to signed closure •    Initiate renewal discussions 60–90 days before contract expiry and drive them to completion •    Track churn risk proactively and take corrective action before issues escalate •    Ensure zero renewals are lost due to follow-up gaps or delayed engagement Payment Collections & Invoicing •    Manage the end-to-end payment lifecycle: PO tracking, invoice generation, follow-ups, and reconciliation •    Drive timely collections through structured, persistent follow-ups across calls, email, and WhatsApp •    Coordinate with the Finance team to ensure clean closure and accurate records •    Always maintain overdue receivables within defined thresholds Client Engagement & Communication •    Serve as the primary commercial point of contact for all MetalCloud Clients. •    Maintain a consistent follow-up cadence that ensures clients feel supported and accountable •    Log all interactions in Zoho CRM — every call, email, and escalation, without exception •    Conduct regular check-ins with decision-makers to ensure relationship continuity Product Usage & Value Reinforcement •    Monitor product usage and engagement levels across assigned accounts •    Identify low-usage or disengaged clients and drive re-engagement in coordination with the Adoption team •    Communicate the value MetalCloud delivers — cost savings, process improvements, operational gains •    Build a strong renewal case through ROI articulation and consistent value demonstration Documentation, Reporting & SOP Compliance •    Maintain 100% real-time accuracy across Zoho CRM, Zoho Books, and internal trackers •    Ensure all commercial validations — PO, scope, and terms — are completed before any implementation begins •    Publish structured reports on account health, collections, and renewal pipeline to leadership •    Uphold process discipline across every system and workflow — no gaps, no delays Vendor, Hardware & Inventory Coordination •    Coordinate with vendors to ensure timely hardware delivery and zero implementation delays •    Track GRNs, vendor payments, and inventory levels in Zoho Books •    Maintain accurate inventory records to always ensure operational readiness Upsell & Expansion •    Identify opportunities for additional modules, new plants, or expanded user licenses within your accounts •    Collaborate with the Sales team to convert expansion opportunities into revenue Requirements •    2–4 years in Account Management, Customer Success, Collections, or Revenue Operations •    Demonstrated ownership of renewals and payment collections — not just coordination •    Working knowledge of invoicing, GST, purchase orders, and basic reconciliation •    Hands-on experience with a CRM tool — Zoho is a strong advantage •    Strong verbal and written communication in English and Hindi •    Persistent, professional follow-up discipline across multiple stakeholders and timelines •    Comfortable working with data, dashboards, and multiple accounts simultaneously •    High ownership mindset — takes problems to closure without needing to be prompted •    Composed under pressure — handles payment delays, difficult clients, and escalations calmly •    B. Com / BBA or equivalent; MBA in Finance or Operations is an advantage Good-to-Have •    Prior experience in a B2B SaaS or subscription-based business •    Exposure to manufacturing, foundry, or industrial sector clients •    Familiarity with Zoho Books — POs, GRNs, vendor management, reconciliation •    Experience independently handling end-to-end renewal cycles •    Understanding of SaaS commercial structures: AMC renewals, milestone-based payments, subscription billing •    Exposure to upsell or expansion identification within existing accounts Hiring Process 1. HR Screening 2. Functional Interview 3. Final Discussion with Leadership Career Growth Path Customer Success Executive → Senior Customer Success Executive → Customer Success Lead