Customer Success Executive

Modern Growth Technologies; New Delhi; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Modern Growth Technologies is seeking an Account Manager in India to lead customer onboarding, adoption, and ongoing success for SaaS hotel technology solutions. You will manage multi-property accounts, coordinate withSales, Product, Support and Operations, and drive renewals and expansions.

The role requires strong communication, training delivery, and CRM proficiency, with the ability to handle multiple customers simultaneously and maintain high satisfaction across the customer lifecycle.

Qualifications

• 2-5 years of experience in Account Management, Customer Success, Client Servicing or SaaS.
• Strong customer relationship management skills.
• Excellent communication and presentation skills.
• Comfortable conducting product training and demonstrations.
• Strong problem-solving and follow-up skills.
• Ability to work with multiple customers simultaneously.
• Strong understanding of customer lifecycle management.
• Comfortable working with CRM/customer management tools.
• Ability to coordinate effectively with Sales, Product, Support and Operations teams.

Responsibilities

• Customer Onboarding & Implementation: manage post-sales onboarding, configure the platform and train customers.
• Customer Adoption & Engagement: drive module usage, monitor engagement and address low adoption.
• Customer Relationship Management: build relationships with hotel owners and key teams, maintain CRM records.
• Customer Retention: identify at-risk customers, aid renewals and reduce churn.
• Upselling & Expansion: identify opportunities for additional modules and multi-property expansion.
• Customer Advocacy & Referrals: build advocates and support testimonials/case studies.
• Customer Feedback & Product Collaboration: gather feedback and work with Product & Sales to improve the product.

Skills

Account Management

Customer Success

SaaS

CRM Tools

Communication

Product Training

Tools

CRM platforms

Job description

Role & responsibilities

• Customer Onboarding & Implementation
  • Manage customers post-sales and ensure smooth onboarding.
  • Understand requirements, configure the platform, and conduct training.
  • Track onboarding milestones and reduce time to go-live.
• Customer Adoption & Engagement
  • Drive usage of APS modules across properties.
  • Monitor engagement and proactively address low adoption.
  • Conduct regular reviews and educate customers on new features/use cases.
• Customer Relationship Management
  • Build strong relationships with hotel owners, GMs, revenue and operations teams.
  • Act as the primary point of contact and understand customer needs.
  • Maintain regular communication and accurate CRM records.
• Customer Retention
  • Identify at-risk customers and address concerns proactively.
  • Work with internal teams to resolve issues and improve satisfaction.
  • Support renewals and reduce churn.
• Upselling & Expansion
  • Identify opportunities for additional modules and multi-property expansion.
  • Recommend relevant solutions and support expansion revenue.
• Customer Advocacy & Referrals
  • Build strong customer advocates and generate referrals.
  • Support testimonials, case studies and reference calls.
• Customer Feedback & Product Collaboration
  • Gather customer feedback and identify recurring issues.
  • Collaborate with Product and Sales teams to improve the customer experience and product.

Preferred candidate profile

• 2-5 years of experience in Account Management, Customer Success, Client Servicing or SaaS.
• Strong customer relationship management skills.
• Excellent communication and presentation skills.
• Comfortable conducting product training and demonstrations.
• Strong problem-solving and follow-up skills.
• Ability to work with multiple customers simultaneously.
• Strong understanding of customer lifecycle management.
• Comfortable working with CRM/customer management tools.
• Ability to coordinate effectively with Sales, Product, Support and Operations

teams.

Preferred

• Experience in hotel technology, PMS, Channel Manager, OTA, travel

technology

• Experience working with hotels, serviced apartments or property

management companies.

• Understanding of hotel operations such as Front Office, Reservations,

Revenue Management and Housekeeping.

• Experience managing multiple properties/accounts.
• Experience with SaaS onboarding and product adoption.