Executive – Customer Success

RackBank Datacenters Private Ltd.; Indore District; On-site; INR 300,000 - 520,000; Full time

Job summary

RackBank Datacenters Private Ltd. is seeking an Executive – Customer Success to manage customer relationships, ensure a smooth experience, and drive satisfaction and retention.

The role collaborates with customers and internal teams to understand requirements and resolve issues throughout onboarding and adoption. You will monitor customer health, coordinate with sales and support, and identify upsell opportunities while keeping CRM up to date.

Qualifications

• 1–3 years of experience in Customer Success, Client Servicing, Account Management, or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Strong customer relationship and interpersonal skills.

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.

Skills

Customer success experience

Communication skills

Relationship management

Problem solving

Organization

Tools

CRM software

Job description

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:

• 1–3 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.