Customer Success Executive

To manage and grow product adoption, engagement, and renewals for Unica, a flagship product of HCL Software. In this role, you will work closely with high-touch and strategic customers to ensure satisfaction, optimize product usage, and maximize renewal rates. Your key focus will be on building strong customer relationships, driving product value realization, identifying upsell opportunities, and proactively managing churn risk.

Key Responsibilities

As a Customer Success Executive, you will:

1. Develop and execute strategies to drive customer adoption, maximize renewals, and reduce attrition.
2. Serve as the primary point of contact for product-related matters, fostering trusted relationships with business and technical stakeholders.
3. Conduct regular business reviews to showcase product value and uncover opportunities for upselling or cross-selling.
4. Understand customers’ evolving business goals and align them with Unica’s capabilities to deliver ongoing value.
5. Collaborate with Renewal Managers, Client Directors, and Business Partners to ensure renewal terms meet both customer expectations and HCL Software guidelines.
6. Partner with the Customer Journey team to monitor product usage, identify potential risks, and implement retention strategies.
7. Provide strategic input to internal teams by sharing customer feedback, market trends, and competitor insights.
8. Contribute to account planning alongside the Fractal Management team to support long-term customer success and revenue growth.
9. Coordinate with cross-functional teams—including Sales, Marketing, Product Management, Training, and Support—to ensure a seamless customer experience.
10. Adhere to HCL Software’s policies, procedures, and customer engagement best practices.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• Strong understanding of enterprise software products, licensing models, and technical architectures.
• Excellent interpersonal and communication skills with the ability to influence and build trust across all levels.
• Proven track record in managing customer relationships, preferably in a SaaS or software environment.
• Analytical mindset with the ability to interpret data and use insights to inform strategic decisions.
• Proficiency with CRM platforms and customer engagement tools.
• Self-driven, proactive, and capable of working independently in a remote environment.