Customer Success Executive

• *About the Role:**

We are looking for a customer\-obsessed, strategic, and growth\-oriented Customer Success Manager to own and scale post\-sales customer relationships for Covoro. This role sits at the intersection of Customer Success, Account Management, and Business Development, with a strong focus on retention, expansion (cross\-sell \& upsell), and long\-term value creation.

You will work closely with enterprise and mid\-market customers' businesses, GST practitioners, CAs, and tax teams, helping them derive measurable value from Covoro’s GST and compliance technology suite while driving revenue growth.

• *Key Responsibilities:**

• *● Customer Relationship Management:** Build and maintain strong relationships with customers, key stakeholders, and decision\-makers to drive satisfaction, trust, and long\-term retention.

● **Customer Onboarding \& Adoption:** Work closely with customers during onboarding, implementation, training, and product adoption to ensure they derive maximum value from COVORO.

● **Customer Engagement:** Conduct regular customer check\-ins, business reviews, feedback sessions, and follow\-ups to understand customer needs and proactively address concerns.

● **Retention \& Churn Prevention:** Monitor customer health, identify dissatisfaction or disengagement early, and develop action plans to improve retention and reduce churn.

● **Upselling \& Cross\-Selling:** Identify opportunities to expand existing accounts by recommending relevant COVORO features, modules, services, or solutions based on customer requirements.

● **Testimonials \& Case Studies:** Proactively collect customer testimonials, success stories, reviews, and case studies that demonstrate COVORO’s business impact. Coordinate with customers to secure approvals for marketing and branding initiatives.

● **Customer Advocacy \& Referrals:** Build a network of satisfied customers who can participate in references, referrals, webinars, events, and other marketing initiatives.

● **Issue Resolution \& Coordination:** Act as the primary point of contact for customer concerns and coordinate with product, engineering, implementation, and support teams to ensure timely resolution.

● **Voice of Customer:** Gather customer feedback, identify recurring challenges, and communicate actionable insights to internal teams to improve the product and customer experience.

● **Account Growth \& Revenue:** Own customer expansion opportunities, contribute to renewal and revenue targets, and maintain a healthy pipeline of upsell and cross\-sell opportunities.

● **Customer Success Reporting:** Track customer satisfaction, adoption, retention, renewal status, expansion revenue, testimonials, and other relevant customer success metrics.

● **Customer Education:** Help customers understand new features, product updates, and relevant capabilities to improve adoption and strengthen their engagement with COVORO.

• *What We’re Looking For**

● A strong people person who enjoys building relationships, interacting with customers, and earning their trust.

● Excellent communication, interpersonal, presentation, and stakeholder management skills.

● Experience in Customer Success, Account Management, Client Relationship Management, or a similar customer\-facing role.

● A customer\-first mindset combined with a commercial approach to retention and account growth.

● Ability to identify upselling and cross\-selling opportunities without compromising customer trust.

● Confidence in approaching customers for testimonials, referrals, case studies, and participation in marketing initiatives.

● Strong ownership and follow\-through, with the ability to manage multiple customer relationships independently.

● Problem\-solving skills and the ability to coordinate effectively with cross\-functional teams.

● A proactive approach to identifying customer risks, improving adoption, and preventing churn.

● Experience with B2B SaaS, enterprise software, or technology products is preferred.

● Familiarity with e\-invoicing, VAT, tax compliance, ERP integrations, or finance automation is an advantage.

• *What You Will Not Get**

● A role limited to responding to customer complaints or managing support tickets.

● A passive account management position where customer engagement happens only when issues arise.

● A sales\-only role focused on pushing products without understanding customer needs.

● Detailed instructions and follow\-ups for every customer interaction.

● A role where customer feedback, retention, and account growth are someone else’s responsibility and assigned tasks.

• *What You Will Get**

● Direct exposure to COVORO’s customers, product, and business growth strategy.

● Ownership of customer relationships from onboarding through adoption, retention, and expansion.

● Opportunities to influence product improvements through direct customer feedback.

● The ability to build customer advocacy through testimonials, case studies, referrals, and success stories.

● Hands\-on experience across customer success, account growth, retention, and consultative selling.

● A role where relationship\-building, initiative, and measurable business outcomes are valued.

Pay: ₹300,000\.00 \- ₹700,000\.00 per year

Benefits

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person