Executive - Customer Success

RackBank; Indore District; On-site; INR 300,000 - 420,000; Full time

Job summary

RackBank is seeking an Executive - Customer Success in Indore to manage customer relationships, drive adoption of products, and ensure high satisfaction. The role focuses on onboarding, issue resolution, and proactive engagement across multiple accounts.

You will coordinate with technical, sales, and support teams to resolve issues, track requests, and identify opportunities for account expansion. 1–2 years of relevant experience and strong communication are preferred.

Qualifications

• 1–2 years of experience in Customer Success or related role.
• Experience in B2B, SaaS, IT services, or technology environments preferred.
• Excellent verbal and written communication skills.
• Ability to manage multiple customers and priorities effectively.
• Familiarity with CRM and customer management tools.

Responsibilities

• Serve as the primary point of contact for assigned customers and maintain relationships.
• Understand customer requirements, objectives, and business goals.
• Support onboarding and implementation journeys for customers.
• Ensure successful adoption and usage of products/services.
• Proactively follow up with customers to gather feedback and address concerns.
• Coordinate with technical, sales, operations, and support teams to resolve issues.
• Track queries, requests, and escalations; ensure timely closure.
• Conduct regular customer check-ins and follow-ups.
• Identify upsell, cross-sell, renewals, and expansion opportunities; coordinate with sales.
• Maintain accurate CRM records of customer interactions and activities.
• Monitor satisfaction and churn risks; prepare customer reports and updates.
• Communicate product feedback and requirements to relevant teams.
• Keep customers informed about service updates, issues, and resolutions.
• Contribute to overall customer retention, satisfaction, and account growth.

Skills

Customer relationships

Communication

Problem solving

Coordination

Follow-up

Ownership

Tools

CRM tools

Job description

Job Title: Executive - Customer Success

Location: Indore

Experience: 1-2 Years

Role Overview:

We are looking for a proactive and customer-focused Executive - Customer Success to manage customer relationships, ensure a smooth customer experience, and drive customer satisfaction and retention. The candidate will work closely with customers and internal teams to understand requirements, resolve issues, and ensure successful adoption of our products and services.

Key Responsibilities:

• Act as the primary point of contact for assigned customers and maintain strong relationships.
• Understand customer requirements, expectations, and business objectives.
• Support customers throughout the onboarding and implementation journey.
• Ensure customers are successfully adopting and using products/services.
• Proactively follow up with customers to understand their experience and address concerns.
• Coordinate with technical, sales, operations, and support teams to resolve customer issues.
• Track customer queries, requests, and escalations and ensure timely closure.
• Conduct regular customer check-ins and follow-ups.
• Identify opportunities for upselling, cross-selling, renewals, and account expansion and coordinate with the sales team.
• Maintain accurate customer information, interactions, and activities in the CRM.
• Monitor customer satisfaction and identify potential churn risks.
• Prepare customer reports, updates, and feedback summaries for internal teams.
• Collect customer feedback and communicate recurring requirements or product improvement suggestions to relevant teams.
• Ensure timely communication with customers regarding service updates, issues, and resolutions.
• Contribute towards customer retention, satisfaction, and overall account growth.

Key Requirements:

• 1-2 years of experience in Customer Success, Client Servicing, Account Management, Business Development, or a similar customer-facing role.
• Experience in B2B, SaaS, Cloud, IT Services, Data Center, or Technology companies will be preferred.
• Excellent verbal and written communication skills.
• Strong customer relationship and interpersonal skills.
• Good problem-solving and coordination abilities.
• Ability to manage multiple customers and priorities simultaneously.
• Strong follow-up and ownership skills.
• Basic understanding of CRM and customer management tools.
• Comfortable communicating with customers through calls, emails, and meetings. Customer-first and proactive approach.

Preferred Candidate Profile:

Candidates who are customer-oriented, proactive, good at communication and follow-ups, and comfortable working with B2B technology customers will be preferred. Experience in Cloud, SaaS, IT infrastructure, or Data Center services will be an added advantage.

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.