Customer Success Executive u2013 Onboarding & Implementation

WebBee; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

WebBee is seeking a seasoned Customer Onboarding Specialist to drive end-to-end onboarding for SaaS customers. You will manage plans, milestones, and activations, while coordinating with development, QA, product, and support teams to ensure a smooth go-live.

The role requires strong communication, multi-tasking, and the ability to handle enterprise-level onboarding with a focus on first-time successful transactions and ongoing customer satisfaction.

Qualifications

• 24 years of experience in Customer Success or onboarding roles.
• Excellent verbal and written communication.
• Experience handling multiple onboarding activities simultaneously.
• Ability to coordinate with mid-market and enterprise customers.
• Familiarity with SaaS products, integrations, APIs, configurations, or technical workflows.
• Strong problem-solving and escalation-handling abilities.
• Ability to manage multiple priorities and meet timelines.
• Comfortable working with cross-functional teams.
• Good documentation and reporting skills.

Responsibilities

• Manage customer onboarding activities from installation to go-live.
• Prepare onboarding plans, milestones, timelines, and checklists.
• Conduct onboarding calls and guide configuration, setup, integration, testing, and activation.
• Communicate progress and issues to customers.
• Coordinate with BAs, Development, QA, Product, and Support teams.
• Identify blockers and escalate to resolve issues.
• Suggest improvements to onboarding processes and documentation.
• Maintain records of implementation status.

Skills

Customer Success

Onboarding

SaaS

Communication

Relationship management

Multitasking

Cross-functional coordination

Documentation

Technical workflows

Tools

Jira

ClickUp

Zoho

Job description

Key Responsibilities

• Customer Onboarding Implementation
  • Manage customer onboarding activities from installation to successful go-live .
  • Prepare and maintain onboarding plans, milestones, timelines, and checklists.
  • Conduct customer onboarding and implementation calls.
  • Guide customers through configuration, setup, integration, testing, and activation.
  • Follow up with customers to ensure completion of required onboarding activities.
  • Drive customers toward their first successful transaction .
• Internal Coordination
  • Coordinate with Business Analysts, Development, QA, Product, and Support teams for customer implementations.
  • Track configuration, data mapping, testing, integrations, dependencies, and pending activities.
  • Follow up with internal teams to ensure timely resolution of customer requirements and issues.
  • Maintain clear records of customer action items and implementation status.
• Customer Communication
  • Act as a key point of contact for customers during the onboarding process.
  • Provide regular updates regarding implementation progress, pending activities, delays, and technical issues.
  • Maintain professional and proactive communication with customers.
  • Understand customer requirements and ensure they are communicated accurately to internal teams.
• Issue Escalation Handling
  • Identify onboarding blockers and potential delays at an early stage.
  • Coordinate with relevant internal teams to resolve implementation issues.
  • Handle routine customer escalations during onboarding.
  • Ensure timely follow-up until customer issues are resolved.
• Process Improvement
  • Identify recurring onboarding challenges and implementation bottlenecks.
  • Suggest improvements to onboarding processes, checklists, and documentation.
  • Share customer feedback and recurring issues with relevant internal teams.
  • Contribute to improving onboarding efficiency and customer satisfaction.

Requirements Required Skills Qualifications

• 24 years of experience in Customer Success, Customer Onboarding, Implementation, SaaS, or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Strong customer-handling and relationship-management skills.
• Experience managing multiple customer onboarding activities simultaneously.
• Strong coordination, follow-up, and organizational skills.
• Ability to work with mid-market and enterprise customers.
• Basic understanding of SaaS products, integrations, APIs, configurations, or technical workflows.
• Strong problem-solving and escalation-handling abilities.
• Ability to manage multiple priorities and meet implementation timelines.
• Comfortable working with cross-functional teams.
• Good documentation and reporting skills.

Good to Have

• Experience with SaaS, eCommerce, ERP, CRM, API integrations, or automation platforms.
• Exposure to tools such as Jira, ClickUp, Zoho, or similar platforms .
• Experience working with international customers.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.