Customer Success Executive

• *Position: Customer Success Executive (CSE)**

• *Experience: 1 \- 3 Years**

• *Location: Ahmedabad**

• *Role Overview:**

We are hiring a Customer Success Executive to drive proactive customer on\-boarding, retention, expansion, and churn recovery for our client base. You will own a portfolio of accounts, ensure high service quality, minimize churn, and contribute to revenue growth through up\-sells, referrals, and win\-back of churned accounts. This role is central to our balanced scorecard approach focusing on Service Excellence, Retention Outcomes, and Pipeline Contribution. You will work within structured funnels for on boarding, health monitoring, and churn recovery, using data\-driven motions to maximize customer lifetime value.

• *Key Responsibilities:**

On\-boarding \& Service Delivery

• Ensure smooth customer journey from on\-boarding to full value realization.

Retention \& Churn Management

• Drive reorder rates and reduce churn through proactive health checks and engagement.
• Minimize Time\-to\-2nd\-Order for new customers.
• Own Churn Recovery processes for flagged accounts:
• Achieve high Outreach Coverage
• Focus on high\-value Power Clients, Loyal, and Repeat segments.
• Perform data hygiene (e.g., update wrong numbers, contact info) to improve outreach effectiveness.

Growth \& Pipeline Contribution

• Identify and execute up\-sell/cross\-sell opportunities.
• Generate referrals and account expansions.
• Hand off Hot / Ready\-to\-Convert win\-back leads to the Sales team.
• Contribute to overall revenue recovery from churned book

Reporting, Analytics \& Continuous Improvement

• Maintain accurate CRM records and update account status in real\-time.
• Track personal performance against the CSE KPI Scorecard on a weekly/quarterly basis.
• Participate in cohort analysis, segment prioritization (Power, Loyal, Repeat, etc.), and process optimization.
• Collaborate with Sales, Product, and Operation teams for seamless customer experience.

• *Requirements:**

• Proven experience in Customer Success, Client Servicing, or Relationship Management.
• Excellent communication and interpersonal skills (phone \+ digital outreach).
• Strong analytical mindset with comfort using dashboards and CRM tools.
• Resilience and persistence in churn recovery/outreach scenarios.
• Goal\-oriented with a hunter\-farmer balance (retention \+ growth).
• Familiarity with SaaS metrics, funnel management, and revenue operations is a plus.
• Proficiency in English (additional regional languages advantageous).

Pay: ₹22,000\.00 \- ₹35,000\.00 per month

Benefits

• Paid time off
• Provident Fund

Work Location: In person