Customer Success Executive

What you would do

• Onboard new accounts: get them actually running on what they bought, not merely logged in once.
• Own a book of accounts. Know what each one runs, what they pay and when they renew, without looking it up every time.
• Answer support as it arrives — ticket, phone, WhatsApp — and escalate the genuine engineering problems with enough detail that somebody can reproduce them.
• Watch the signals that come before a cancellation: usage falling away, an invoice unpaid, a champion who has left. Act while there is still time to act.
• Run the renewal conversation, and find the upgrade when an account has genuinely outgrown its plan rather than because the quarter needs one.
• Carry what customers tell you back to the product team. You will be the first person to know which thing keeps breaking.

What we are looking for

• 1–3 years in customer success, account management or technical support for a software or IT product.
• Patience with people who are not technical, and the instinct to open the account and look before answering.
• Enough technical grounding to read an invoice, a usage graph or a server status page and say what it means in plain words.
• Hindi and English. Our customers are Indian businesses and support is answered in IST.
• Willing to own a number — retention, renewals — rather than treating the job as a queue to be cleared.

How the selection works

1. A 20-minute call about the accounts you have handled
2. A working session: we give you a real support thread and an unhappy renewal, and you talk us through both
3. A conversation with the business head about the book you would own
4. Offer