Customer Success Associate

Axestrack; Jaipur; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Axestrack is seeking a Customer Success Associate to serve as the primary contact for key clients, driving onboarding, ongoing support, and adoption of our SaaS solutions.

The role focuses on managing accounts, ensuring high satisfaction, and identifying opportunities for upselling while collaborating with sales, product, and engineering teams. Occasional travel to client locations is required.

Qualifications

• Graduate from a good college (B.Tech or MBA preferred) with at least 2 years of experience.
• 2–3 years of experience in Customer Success or Key Account Management, preferably in SaaS/logistics/supply chain.
• Strong understanding of SaaS solutions and software products.
• Proven ability to build and maintain strong client relationships.
• Excellent communication and presentation skills across all client levels.
• Willingness to travel occasionally for meetings, on-site visits, and training.
• Experience in upselling and driving product adoption within accounts is a plus.
• Strong problem-solving and customer-focused mindset.

Responsibilities

• Manage a portfolio of key accounts, ensuring a high level of customer satisfaction and product adoption.
• Drive the onboarding process for new clients, ensuring smooth setup and integration of our SaaS solutions into their operations.
• Provide ongoing support to clients, addressing any issues, troubleshooting, and ensuring the platform is being used effectively.
• Work closely with clients to understand their needs, propose solutions, and identify opportunities for upselling additional features or services.
• Conduct regular business reviews with clients to measure success, discuss feedback, and ensure alignment with their business goals.
• Collaborate with cross-functional teams (sales, product, engineering) to ensure a seamless experience for clients.
• Travel: Occasional travel to client locations for meetings, product demonstrations, training, and on-site support.
• Monitor and report on key account health, proactively addressing any risks or challenges.
• Work to enhance customer experience, ensuring maximum product value and long-term customer retention.

Skills

Customer Success

Key Account Management

SaaS

Upselling

Communication

Education

B.Tech

MBA

Job description

We are looking for a Customer Success Associate who will serve as the primary point of contact for our key clients, ensuring seamless onboarding, prompt support, and successful adoption of our SaaS solutions. The ideal candidate will be agile, proactive, and customer-focused, with a strong ability to resolve issues swiftly and identify opportunities for upselling and retention.

Key Responsibilities:

• Manage a portfolio of key accounts, ensuring a high level of customer satisfaction and product adoption.
• Drive the onboarding process for new clients, ensuring smooth setup and integration of our SaaS solutions into their operations.
• Provide ongoing support to clients, addressing any issues, troubleshooting, and ensuring the platform is being used effectively.
• Work closely with clients to understand their needs, propose solutions, and identify opportunities for upselling additional features or services.
• Conduct regular business reviews with clients to measure success, discuss feedback, and ensure alignment with their business goals.
• Collaborate with cross-functional teams (sales, product, engineering) to ensure a seamless experience for clients.
• Travel: Occasional travel to client locations for meetings, product demonstrations, training, and on-site support.
• Monitor and report on key account health, proactively addressing any risks or challenges.
• Work to enhance customer experience, ensuring maximum product value and long-term customer retention.

Requirements:

• Graduate from good college (B.Tech or MBA is preferred) with a minimum of 2 year of experience.
• Experience: Minimum 2-3 years of experience in a Customer Success or Key Account Management role, ideally within SaaS, logistics, or supply chain industries.
• Strong understanding of SaaS solutions and experience with software products.
• Proven ability to build and maintain strong client relationships.
• Excellent communication and presentation skills, with the ability to interact effectively at all levels within a client organization.
• Ability to work independently and manage multiple key accounts.
• Willingness to travel occasionally for client meetings, on-site visits, and training sessions.
• Experience in upselling and driving product adoption within accounts is a plus.
• Strong problem-solving abilities and a customer-focused mindset.

Preferred Skills:

• Familiarity with the logistics and supply chain industry.
• Experience with customer onboarding, product training, and support.
• Knowledge of SaaS-based solutions and their implementation in business operations