Executive/lead

Digital Go Where; Kota; On-site; INR 550,000 - 1,000,000; Full time

Job summary

Digital Go Where in Kota, India, is seeking a customer success professional to join as Executive/Lead/Manager. You will be the bridge between customers and internal teams, ensuring seamless onboarding and proactive support to drive retention.

Responsibilities include onboarding, guiding product adoption, managing accounts, and identifying upsell opportunities while collaborating with sales, product, and marketing. You will mentor juniors and help refine processes.

Qualifications

• 1–6 years of experience in Customer Success, Account Management, or Client Relations.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-first mindset.

Responsibilities

• Serve as the primary point of contact for customers, addressing queries and concerns promptly.
• Guide clients through onboarding and product adoption.
• Provide tailored solutions and ensure customers derive maximum value from offerings.
• Track and manage customer accounts, maintaining healthy communication and engagement.
• Analyze customer needs and feedback to improve service delivery.
• Identify upselling or cross-selling opportunities to drive revenue growth.
• Collaborate with sales, product, and marketing teams to align customer needs with business objectives.
• Prepare reports and share insights on customer satisfaction, churn, and account growth.
• Supervise and mentor junior Customer Success Executives.
• Build and refine customer success processes for efficiency.
• Manage escalations and ensure timely resolutions.
• Represent the customer’s voice in strategic decision-making.

Skills

Communication

Interpersonal skills

Problem solving

Data analysis

CRM familiarity

Tools

HubSpot

Salesforce

Zoho

Job description

• Location: Kota
• Employment Type: Full-time
• Reporting to: Head of Operations

About the Role

We are looking for a passionate and people-oriented Customer Success professional to join our team as an Executive/Lead/Manager, depending on experience. The role involves ensuring client satisfaction, driving retention, and building long-term relationships. You will act as the key bridge between customers and internal teams, ensuring seamless onboarding, proactive support, and growth in client accounts.

Responsibilities

• Serve as the primary point of contact for customers, addressing queries and concerns promptly.
• Guide clients through onboarding and product adoption.
• Provide tailored solutions and ensure customers derive maximum value from our offerings.
• Track and manage customer accounts, maintaining healthy communication and engagement.
• Analyze customer needs and feedback to improve service delivery.
• Identify upselling or cross-selling opportunities to drive revenue growth.
• Collaborate with sales, product, and marketing teams to align customer needs with business objectives.
• Prepare reports and share insights on customer satisfaction, churn, and account growth.
• Supervise and mentor junior Customer Success Executives.
• Build and refine customer success processes for efficiency.
• Manage escalations and ensure timely resolutions.
• Represent the customer’s voice in strategic decision-making.

Requirements

• 1–6 years of experience in Customer Success, Account Management, or Client Relations.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-first mindset.
• Familiarity with CRM tools (HubSpot, Salesforce, Zoho, or similar).
• Ability to analyze data and present insights effectively.
• For Lead/Manager role: proven experience in team management and process building.

Bonus Points For

• Prior experience in SaaS, EdTech, or Digital Marketing industry.
• Strong presentation and negotiation skills.
• Familiarity with customer lifecycle management strategies.
• Ability to handle high-value accounts and enterprise clients.

What You’ll Get

• Direct impact on customer growth and retention.
• Chance to build meaningful relationships with clients.
• A collaborative and supportive team culture.
• Opportunities to grow into senior leadership roles.

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