Customer Care Executive

Job Title: Customer Success Executive / Relationship Manager

Experience: Freshers & Experienced

Employment Type: Full-Time Role Overview

We are looking for a proactive and customer-focused Customer Success Executive / Relationship Manager to own and drive the end-to-end customer journey.

The role focuses on onboarding, engagement, retention, and growth of customers by ensuring high product adoption, excellent service delivery, and strong long-term relationships.

This position plays a critical role in improving customer satisfaction, reducing churn, and driving renewals and upsell opportunities, especially within SMB customers.

Key Responsibilities :-

Customer Success & Relationship Management

• Manage end-to-end customer success activities including onboarding, training, implementation, support, account management, renewals, upsells, and advocacy.

• Ensure customers are trained effectively and adhere to defined SOPs and best practices.

• Act as the primary point of contact for customers, ensuring timely resolution of queries and issues via email or phone. Customer Journey & Experience

• Map the complete customer journey and define interventions at each stage to drive engagement and satisfaction.

• Collect, analyze, and act on customer feedback and usage data to continuously improve the customer experience.

• Drive engagement initiatives in collaboration with customer marketing efforts. Stakeholder & Cross-functional Collaboration

• Work closely with Sales, Operations, Marketing, and Support teams to strengthen customer relationships and improve service quality.

• Share regular, constructive feedback with internal teams based on customer insights and interactions.

• Align with Customer Delight Managers to manage escalations and influence the service roadmap based on customer feedback. Retention, Growth & Advocacy

• Drive key customer success outcomes including renewals, reduced churn, upsell opportunities, and increased customer lifetime value (LTV).

• Improve product adoption and customer health scores through proactive engagement.

• Build customer advocacy through references, testimonials, and long-term relationship building. Team & Performance Management

• Support recruitment, training, mentoring, and performance management of Customer Success, Operations, and Support team members (as applicable).

• Measure and track the effectiveness of customer success initiatives using defined KPIs, operational metrics, and business outcomes.

Key Requirements

• Strong customer-centric mindset with excellent communication and interpersonal skills.

• Ability to manage multiple customers and priorities in a fast-paced environment.

• Problem-solving attitude with the ability to handle escalations professionally.

• Comfortable working cross-functionally with Sales, Operations, and Marketing teams.

• Willingness to engage with customers via calls, emails, and virtual meetings.

Other Requirements / Preferred Skills

• Prior experience in Customer Success, Relationship Management, Account Management, or Support roles is an advantage.

• Experience working with SMB customers is a plus.

• Familiarity with CRM tools, customer success platforms, or ticketing systems is preferred.

• Strong analytical skills to interpret customer data, feedback, and engagement metrics.

• Freshers with strong communication skills and a customer-first approach are encouraged to apply.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 5 years of experience.