Customer Success Executive

Customer Onboarding

• Own the full onboarding journey from Sales handover to go-live — coordinating internally across Product, Tech,and Sales

• Build a Customer Success Plan for each account, aligned to the customer's agreed goals and use cases

• Run kickoff calls, manage backend platform configuration, and deliver product training sessions

• Ensure customers reach their first meaningful milestone as quickly as possible

• Spot and manage onboarding risks early

Day-to-Day Support & Issue Management

• Serve as the first point of contact for customer queries, issues, and requests received via email, chat, or call

• Triage incoming issues, log support tickets on Jira, and coordinate resolution with Product and Engineering

• Validate fixes in production before confirming resolution with customers — no false closures

• Communicate clearly and proactively to customers on ticket status, timelines, and outcomes

• Manage support SLAs: 24-hourresponse for issues handled within CS, 48-hour update for Jira-escalated tickets

• Identify recurring issues and surface them to Product as structured feedback, not just one-off complaints

Adoption & Customer Engagement

• Monitor product usage signals through Pendo — login frequency, feature adoption, active users vs. expected

• Engage customers based on signals, not a forced calendar cadence — every touchpoint should add value

• Run risk playbooks when you detect warning signs: no usage post-onboarding, declining activity, silent customers, low NPS, or stakeholder changes

• Guide customers through new feature releases, prepare training materials, and run enablement sessions as needed

Account Management & Relationship Building

• Be the primary relationship owner for your portfolio — building trust across operational users, champions, and senior stakeholders

• Conduct regular business reviews (QBRs) for key accounts, focused on value delivered and forward-looking outcomes

• Maintain an accurate understanding of each customer's goals, success criteria, and commercial context

• Identify upsell and cross-sell opportunities through your day-to-day interactions and flag them to Sales with context

• Support Sales during renewal conversations and expansion discussions — you know the customer better than anyone

• Flag renewal risks to Sales at least 90-120 days before contract end; no surprise churn

Customer Health & Risk Management

• Maintain monthly health scores across five dimensions: Adoption & Usage, Value Realization, Relationship Strength, Support Experience, and Commercial Outlook

• Classify accounts as Green /Amber / Red and act accordingly — sustain momentum, run proactive check-ins, or trigger immediate recovery plans

• Document all risks, recovery actions, and next steps in HubSpot — if it's not logged, it didn't happen

• For Red accounts, own a formal recovery plan with clear timelines, owners, and milestones

Internal Collaboration

• Work with Product to relay voice-of-customer insights, feature requests, and adoption blockers

• Partner with Engineering and Tech during escalations and custom feature delivery cycles

• Align weekly with Sales on account health, churn risks, renewal pipeline, and expansion signals

• Log all customer interactions, next steps, and risk changes in HubSpot after every engagement

Experience

• Minimum 3-4 years in a customer-facing role — Customer Success, Account Management, Customer Support, or a hybrid of all three

• Comfortable managing a portfolio of B2B accounts across different segments and engagement models

• Has handled both strategic account conversations and reactive support queries — and can switch between them fluidly

• Experience in a SaaS, tech, or platform company preferred; agri-tech, commodities, supply chain, or trade finance is a bonus