Executive/lead

Digital Go Where; Kota; On-site; INR 400,000 - 600,000; Full time

Job summary

Digital Go Where in Kota is seeking a passionate Customer Success professional to join as Executive/Lead/Manager depending on experience. You will be the bridge between customers and internal teams, ensuring onboarding, proactive support and growth in client accounts.

The role requires excellent communication, CRM proficiency, and the ability to analyze data to improve service delivery. You will mentor junior CS Executives and collaborate with sales, product, and marketing to align customer

Qualifications

• 1–6 years of experience in Customer Success, Account Management, or Client Relations.
• Excellent communication and interpersonal skills.
• Familiarity with CRM tools (HubSpot, Salesforce, Zoho, or similar).
• For Lead/Manager role: proven experience in team management and process building.

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.

Skills

Communication

Problem-solving

Data analysis

Team management

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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