Role Overview

The Customer Success Executive will serve as the first point of contact for customers, ensuring a smooth and positive experience at every stage of their journey. This role is responsible for: 

● Building strong, professional relationships with new and existing customers
● Driving smooth onboarding and effective adoption of the product
● Resolving basic customer issues promptly and empathetically
● Representing the company’s values in every customer interaction

Key Responsibilities

1. Customer Onboarding & Adoption
● Conduct product walkthroughs and onboarding sessions for new customers
● Assist customers with initial setup, configuration, and basic training
● Share best practices to help customers realise value from the product quickly

2. Customer Support & Issue Resolution
● Manage incoming support queries via email, chat, WhatsApp, and other
designated channels
● Troubleshoot basic issues and provide clear, step-by-step resolutions
● Log and categorise all issues accurately, and escalate complex cases to senior
team members or relevant departments as required

● Follow up with customers to ensure issues are fully resolved and satisfaction is
maintained

3. Customer Feedback & Insights
● Gather feedback from customers during interactions, check-ins, and follow-ups
● Identify recurring pain points, common queries, and emerging trends, and share
these insights with the internal team

4. Data & Process Management
● Maintain accurate and up-to-date records in the CRM, including customer details,
communication history, and status updates
● Track key customer information and engagement metrics as required
● Adhere to daily and weekly process checklists, and proactively flag gaps or
opportunities for process improvement

5. Collaboration & Culture
● Collaborate closely with Sales, Product, and Support teams to deliver a
consistent and seamless customer experience
● Demonstrate and promote the company’s values of empathy, ownership, and
reliability
● Participate in internal training sessions, team meetings, and performance reviews
to continuously develop skills and knowledge

Required Qualifications

● Bachelor’s degree in any field (Business, Commerce, IT, or related fields
preferred)
● 0–2 years of experience in Customer Success, Customer Support, Sales, or
other customer-facing roles
● Excellent written and verbal communication skills
● Strong active listening skills and a customer-centric mindset
● Ability to remain calm, patient, and solution-focused in high-pressure situations
● Strong attention to detail and a disciplined approach to documentation and
follow-up