Customer Success Executive

BluSapphire Cyber; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

BluSapphire Cyber Hyderabad is hiring a Customer Success Executive to ensure excellent customer experience and long-term relationships. You will guide onboarding, training, and ongoing engagement, gathering feedback to drive product adoption and value.

The role emphasizes proactive outreach, data analysis, and collaboration with product, sales, and support teams to resolve issues and expand usage. 1 year of related experience preferred.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Approximately 1 year of experience in customer success or customer service roles.
• Ability to analyze customer data and usage trends to identify areas for improvement.
• Strong interpersonal and communication skills with a customer-focused mindset.

Responsibilities

• Engage proactively with customers on product offerings and solutions.
• Ensure high retention and satisfaction by delivering exceptional service and support.
• Gather customer feedback and communicate product improvement suggestions to the development team.
• Collaborate with internal teams to address feedback, resolve issues, and ensure smooth delivery of products and services.
• Develop and execute customer success strategies that drive product adoption and maximise value.
• Lead customer onboarding sessions and training to ensure successful adoption.

Skills

Customer success

Data analysis

Interpersonal skills

Communication

Problem solving

Account management

Negotiation

Cross-functional teamwork

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

Gainsight

G2

Gartner-Peer Insights

Job description

Dear Candidate,

Greetings from BluSapphire!

Location : Hyderabad, Work from Office.

Role & responsibilities

As a CSE, you will be responsible for understanding our customers needs, ensuring excellent customer experience so that they get the most value from our products and services and help build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.

Objectives of the role

• Engaging proactively with customers on product offering solutions.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer/partner feedback and communicating product improvement suggestions to the development team.
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Developing and executing customer success strategies that drive product adoption and maximise customer value.
• Work with internal teams to assist customer their needs.

Your tasks

• Conduct surveys of newly onboarded clients and guide them in training, and initial usage to ensure successful implementation.
• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
• Identify upselling and cross-selling opportunities to expand customer use of the companys products and services.
• Oversee the customer lifecycle management and identify areas for optimisation.
• Conduct customer onboarding sessions to ensure successful product adoption.
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
• Assist in the development of customer success playbooks and resources.
• Serve as the liaison between customers and internal teams, such as product development, sales, and support.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

Required skills and qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• About 1 years of experience as a customer success executive, or customer service roles.
• Ability to analyse customer data and usage trends to identify areas of improvement.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Solid negotiation skills to handle complex customer accounts.

Preferred skills and qualifications

• Advanced degree in Business, Marketing, or a related field.
• Experience in SaaS, technology, or B2B industries.
• Knowledge of customer success best practices and frameworks.
• Experience with customer success/reviews tools like Gainsight, G2, Gartner-Peer Insights
• Experience in managing large enterprise-level accounts.
• Proficiency in handling customer escalations and resolving conflicts.