Senior Customer Success
Location : Noida (Sec. 129)
Exp : 8+ Years
Role Overview
We are looking for a
proactive and customer-focused Senior Customer Success Executive
to manage key client relationships, ensure high customer satisfaction, and drive product adoption. The ideal candidate will act as a bridge between customers and internal teams, ensuring seamless communication, issue resolution, and long-term client success.
Key Responsibilities
Customer Relationship Management
Serve as the
primary point of contact
for assigned clients/accounts
Build and maintain
strong, long-term client relationships
Understand customer business goals and align product usage accordingly
Support & Issue Resolution
Handle
L2/L3 support queries
with a solution-oriented approach
Ensure
timely resolution
of tickets, escalations, and technical issues
Coordinate with internal teams (Tech, QA, Product) for faster resolution
Customer Success & Retention
Drive
customer onboarding, training, and adoption
Monitor customer health metrics and proactively reduce churn
Identify opportunities for
upselling and cross-selling
Process & Performance Management
Maintain SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics
Prepare
regular reports and insights
on customer performance
Suggest process improvements to enhance customer experience
Communication & Coordination
Conduct
regular client calls, reviews, and feedback sessions
Translate customer feedback into actionable insights for product teams
Ensure clear 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
Key Competencies
Customer-centric mindset
Ownership & accountability
Multitasking and prioritization
Strong interpersonal and negotiation skills
Attention to detail
KPIs / Success Metrics
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First Response Time & Resolution Time
Customer Retention & Churn Rate
Upsell/Cross-sell contribution
