Executive/Senior Executive Customer Success

Role:

We are looking for an Executive/ Sr. Executive Customer Success who will partner with enterprise customers to drive product adoption, digital transformation, user engagement, and account growth. The role combines customer success, consultative selling, and SaaS implementation to ensure customers realize measurable business value while identifying opportunities for expansion and revenue retention.

Responsibilities

• Own customer onboarding, implementation support, and user adoption to ensure successful product utilization and customer satisfaction.
• Drive digital transformation initiatives by understanding customer business processes and recommending best practices, process improvements, and automation opportunities.
• Identify and implement AI-driven solutions and workflow automation to streamline customer operations, reduce manual effort, and improve process efficiency.
• Leverage AI tools to automate repetitive tasks, improve data analysis, generate insights, and enhance customer communication and support processes.
• Conduct stakeholder training, Quarterly Business Reviews (QBRs), health checks, and product adoption reviews.
• Track adoption KPIs, product usage, and customer health metrics; develop action plans to improve engagement and retention.
• Partner with Sales to identify upsell and cross-sell opportunities and support contract renewals.
• Build and maintain strong relationships with business and operational stakeholders.
• Gather customer feedback and collaborate with Product, Engineering, and Support teams to drive continuous product improvement.
• Prepare business value assessments, ROI analyses, and executive presentations highlighting product impact and automation benefits.
• Ensure timely issue resolution and deliver excellent customer support.
• Monitor the effectiveness of automation initiatives and identify opportunities for continuous improvement.

Requirements

• Engineering/MBA or equivalent postgraduate degree from a recognized university.
• 3-5 years of experience in Customer Success, Account Management, Consulting, SaaS, or B2B client-facing roles.
• Excellent communication, stakeholder management, and presentation skills.
• Strong analytical, problem-solving, and process-improvement capabilities.
• Good knowledge of Excel and PowerPoint.
• Understanding of business processes, digital transformation, and customer adoption strategies.
• Working knowledge of AI tools and automation techniques to improve productivity, streamline workflows, and support data-driven decision-making.