[Product & Platform] : Lead Customer Success

Vinove
Noida, Uttar Pradesh

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Job details

Qualifications

CRM software
Salesforce
Upselling
Analysis skills
B2B
APIs
Customer support
SaaS
Communication skills
Negotiation

Full job description

Lead Customer Success

Location : Noida (Sec. 129)

Exp : 8+ Years

Role Overview

We are looking for a proactive and customer-focused Senior Customer Success Executive to manage key client relationships, ensure high customer satisfaction, and drive product adoption. The ideal candidate will act as a bridge between customers and internal teams, ensuring seamless communication, issue resolution, and long-term client success.

Key Responsibilities

Customer Relationship Management

Serve as the primary point of contact for assigned clients/accounts
Build and maintain strong, long-term client relationships
Understand customer business goals and align product usage accordingly

Support & Issue Resolution

Handle L2/L3 support queries with a solution-oriented approach
Ensure timely resolution of tickets, escalations, and technical issues
Coordinate with internal teams (Tech, QA, Product) for faster resolution

Customer Success & Retention

Drive customer onboarding, training, and adoption
Monitor customer health metrics and proactively reduce churn
Identify opportunities for upselling and cross-selling

Process & Performance Management

Maintain SLAs, KPIs, and customer satisfaction (CSAT/NPS) metrics
Prepare regular reports and insights on customer performance
Suggest process improvements to enhance customer experience

Communication & Coordination

Conduct regular client calls, reviews, and feedback sessions
Translate customer feedback into actionable insights for product teams
Ensure clear documentation of issues, solutions, and workflows

Required Skills & Qualifications

Must-Have Skills

Strong experience in Customer Support / Customer Success (B2B preferred)
Excellent communication and stakeholder management skills
Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk)
Ability to handle client escalations and critical situations professionally
Strong analytical and problem-solving abilities

Technical/Domain Skills (Preferred)

Basic understanding of SaaS platforms, APIs, or software products
Experience working with support ticketing systems
Familiarity with SLAs, KPIs, CSAT, NPS tracking

Key Competencies

Customer-centric mindset
Ownership & accountability
Multitasking and prioritization
Strong interpersonal and negotiation skills
Attention to detail

KPIs / Success Metrics

Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First Response Time & Resolution Time
Customer Retention & Churn Rate
Upsell/Cross-sell contribution

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