Customer Success Associate - B2B SaaS

Dmacq Software Private Limited; Mumbai; On-site; INR 350,000 - 700,000; Full time

Job summary

dMACQ is seeking a Junior Customer Success Executive in Mumbai to manage post-implementation relationships, coordinate support, and oversee billing-related tasks. You will work closely with the Customer Success Manager, handle multiple accounts, and contribute to customer growth.

The role emphasizes organization, effective communication with customers, data-driven reporting, and proactive problem-solving to ensure high customer satisfaction and retention.

Qualifications

• Bachelor’s degree in Business Administration, Management, Commerce, Communications, Technology, or a related discipline.
• 1–2 years of professional experience in Customer Success, Account Management, Client Servicing, SaaS Operations, Customer Support, or a related customer-facing role.
• Strong verbal and written English communication skills.
• Good working knowledge of Microsoft Excel, including formulas, filters, data analysis, and reporting.
• Ability to prepare professional customer reports and presentations.

Responsibilities

• Act as day-to-day point of contact for assigned customers and build strong relationships.
• Understand customer requirements and ensure appropriate follow-up.
• Conduct regular interactions and assist with account reviews and meetings.
• Provide timely updates on open requests, issues, and actions.
• Proactively follow up with customers to avoid escalations.
• Support initiatives to improve customer satisfaction, product adoption, and retention.
• Track engagement and identify customers needing additional support.
• Identify upsell/cross-sell opportunities within existing accounts.
• Coordinate internally to meet customer commitments and service expectations.
• Prepare periodic customer reports, MIS reports, and management dashboards.
• Use Excel to analyse customer data and monitor key metrics.
• Track renewals, subscription changes, and billing information.

Skills

Customer Success

Account Management

Client Relationship Management

Communication

Data Analysis

Time Management

MS Excel

Cross-functional Coordination

Ownership & Accountability

Education

Bachelor's degree in Business Administration, Management, Commerce, Communications, Technology, or a related discipline

Tools

Microsoft Excel

CRM systems

Job description

dMACQ is a leading provider of intelligent enterprise automation solutions, offering cutting-edge suite of enterprise SaaS products — DMS+(AI-Powered Document Management System), FORMS+(Enterprise Grade Custom Form Builder), FLOW+(Custom Workflow Automation) and DIGI+(Document Digitization & Archival) designed to help organizations digitize, automate and govern their operations with compliance-grade security. Our platforms are trusted by governments, large enterprises and regulated industries for the security, scalability and modularity.

With a strong focus on digital transformation, we enable organizations to streamline operations, ensure compliance and drive efficiency through AI-driven workflows and seamless integrations. At dMACQ, we believe in building products that solve real-world problems and deliver measurable impact.

Role Summary:

We are looking for an energetic and customer-focused Junior Customer Success Executive to join our growing team.

This is an excellent opportunity for an early-career professional who wants to build a long-term career in Customer Success, Account Management and B2B SaaS.

Working closely with the Customer Success Manager, you will help manage customer relationships after implementation, coordinate support requirements, track service commitments, prepare customer reports, manage billing-related activities and identify opportunities to improve customer engagement and account growth.

The role requires someone who is highly organised, confident in communicating with customers, comfortable working with data and Excel and proactive in following through until customer requirements are resolved.

Key Responsibilities:

Customer Relationship Management

• Act as a day-to-day point of contact for assigned customers and build strong, professional relationships.
• Understand customer requirements, concerns, and priorities and ensure appropriate follow-up.
• Conduct regular customer interactions and assist the Customer Success Manager with account reviews and customer meetings.
• Ensure customers receive timely updates on open requests, issues, and agreed actions.
• Proactively follow up with customers rather than waiting for escalations.

Customer Success & Retention

• Support initiatives aimed at improving customer satisfaction, product adoption, and retention.
• Track customer engagement and identify customers who may require additional attention or support.
• Help identify opportunities for upselling, cross-selling, or expanding product usage within existing accounts.
• Coordinate internally to ensure customer commitments and service expectations are met.

Support Coordination

• Work closely with Support, Product, Implementation, and Technology teams to coordinate resolution of customer issues.
• Track open tickets, customer requests, and escalations until closure.
• Ensure high-priority customer issues receive appropriate internal attention.
• Maintain accurate records of customer discussions, commitments, and follow-up actions.

Reporting & Data Analysis

• Prepare periodic customer reports, MIS reports, account summaries, and management dashboards.
• Use Microsoft Excel to analyse customer-related data and monitor key metrics.
• Track customer success indicators including open issues, turnaround times, product usage, renewals, and customer satisfaction.
• Prepare presentations and supporting material for customer review meetings.
• Assist with SaaS subscription billing, invoicing, and payment tracking.
• Coordinate with Finance and Customer Success teams to ensure billing information is accurate.
• Track upcoming renewals, subscription changes, and outstanding commercial actions.
• Maintain organised records relating to customer contracts, subscriptions, and billing schedules.

Account Growth

• Understand how customers use the company's products and solutions.
• Identify potential opportunities where additional modules, users, or solutions may add value to the customer.
• Coordinate identified opportunities with the Customer Success Manager and Sales team.

Qualifications:

• Bachelor's degree in Business Administration, Management, Commerce, Communications, Technology, or a related discipline.
• 1–2 years of professional experience in Customer Success, Account Management, Client Servicing, SaaS Operations, Customer Support, or a related customer-facing role.
• Strong verbal and written English communication skills.
• Good working knowledge of Microsoft Excel, including formulas, filters, data analysis, and reporting.
• Ability to prepare professional customer reports and presentations.
• Strong follow-up, coordination, and organisational skills.
• Comfortable working with multiple customers and managing several priorities simultaneously.
• Ability to communicate confidently with both customers and internal technical teams.
• Strong problem-solving approach and willingness to take ownership until an issue is resolved.
• Candidates based in Mumbai or willing to relocate to Mumbai are preferred.
• Immediate or early joiners will be given preference.

Preferred Skills:

Experience or exposure to any of the following will be an advantage:

• B2B SaaS / Enterprise Software
• Customer Success platforms or CRM systems
• SaaS subscription and billing processes
• MIS and management reporting
• Customer onboarding
• Account management
• Customer retention and renewals

Key Skills:

• Customer Success
• Account Management
• Client Relationship Management
• Customer Retention
• Customer Onboarding
• B2B SaaS
• Enterprise Software
• Communication
• Presentation Skills
• Microsoft Excel
• Data Analysis & Reporting
• MIS Reporting
• Problem Solving
• Cross-functional Coordination
• Time Management
• Attention to Detail
• Ownership & Accountability

What Success Looks Like in This Role:

Within the first few months, the successful candidate should be able to:

• Independently manage routine communication with assigned customers.
• Maintain proper follow-up and closure of customer issues and action items.
• Prepare accurate customer MIS and account reports.
• Coordinate effectively with Support, Product, Finance, and Sales teams.
• Maintain accurate billing and renewal information for assigned accounts.
• Build trusted relationships with customers.
• Identify opportunities to improve product adoption and expand customer engagement.

Why Join Us?

This role provides an excellent opportunity to work directly with enterprise customers while building practical experience across Customer Success, SaaS operations, account management, customer analytics, commercial processes and enterprise technology.

You will work closely with multiple business and technology teams, gain exposure to real-world enterprise customer environments and develop skills that go well beyond traditional customer support.

For high-performing candidates, this role offers a strong career path towards positions such as Customer Success Manager, Key Account Manager or Enterprise Account Manager.

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