Customer Success Executive

About the role

The Customer Success Executive is responsible for nurturing Tier 1 and Tier 2 accounts, ensuring they achieve their business objectives while driving adoption of our core services and software solutions. You will act as a trusted advisor, building strong relationships and delivering a seamless experience across the customer journey.

Key responsibilities

• Maintain high customer satisfaction by understanding needs, conducting regular check‑ins and business reviews.
• Achieve KPIs such as satisfaction scores, retention rates, and product usage metrics.
• Identify and implement process improvements to boost efficiency and client experience.
• Provide training and support to both customers and internal team members.
• Collaborate with Commercial, Sales Enablement, and Operations to coordinate product deliveries and resolve operational queries.
• Develop deep product knowledge and monitor customer usage against allowances.
• Prepare detailed adoption and usage reports, using data to drive continuous improvement.
• Gather customer feedback to influence product development and enhance NPS.

Required profile

• Proven experience in B2B customer‑facing roles, preferably with relationship management responsibilities.
• Ability to work independently in a fast‑paced environment and meet deadlines.
• Strong collaborative mindset with experience working cross‑functionally.
• Excellent problem‑solving skills and a customer‑centric attitude.

Required skills

• Experience with customer success or account management processes.
• Familiarity with reporting and data analysis tools.
• Understanding of SaaS or software service offerings.