Customer Success Executive

Haven Infoline; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Haven Infoline in Mumbai seeks a Customer Success professional to lead onboarding, drive product adoption, and ensure a smooth implementation for new clients.

You will manage client queries, handle escalations, monitor account health, and identify upsell opportunities while coordinating with Product and QA to improve service quality.

This role emphasizes data-driven reporting, process improvements, and a proactive stance to reduce churn and grow existing relationships.

Responsibilities

• Lead onboarding and implementation coordination for new clients.
• Ensure clients are enabled effectively for product adoption and ongoing usage.
• Build structured onboarding and handholding mechanisms for better customer experience.
• Oversee handling of client queries, service requests, and product-related issues.
• Manage critical escalations and ensure timely closure through internal coordination.
• Act as the main escalation point for key customer concerns and support risks.
• Drive account retention by ensuring strong client engagement, issue resolution, and service quality.
• Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
• Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
• Support revenue growth through expansion of existing client relationships and stronger product adoption.
• Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
• Ensure recurring customer issues are captured and fed back into product and quality improvements.
• Drive alignment between support operations and product delivery priorities.
• Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.
• Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
• Improve support processes, response systems, and client communication standards over time.

Job description

KEY RESPONSIBILITIES

A. Customer Onboarding & Success Management

• Lead onboarding and implementation coordination for new clients.
• Ensure clients are enabled effectively for product adoption and ongoing usage.
• Build structured onboarding and handholding mechanisms for better customer experience.

B. Client Support & Escalation Management

• Oversee handling of client queries, service requests, and product-related issues.
• Manage critical escalations and ensure timely closure through internal coordination.
• Act as the main escalation point for key customer concerns and support risks.

C. Account Retention & Revenue Growth

• Drive account retention by ensuring strong client engagement, issue resolution, and service quality.
• Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
• Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
• Support revenue growth through expansion of existing client relationships and stronger product adoption.

D. Cross-Functional Coordination

• Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
• Ensure recurring customer issues are captured and fed back into product and quality improvements.
• Drive alignment between support operations and product delivery priorities.

E. Process, Reporting & Continuous Improvement

• Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.
• Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
• Improve support processes, response systems, and client communication standards over time.