Customer Success Executive

Job description:

We are looking for a Customer Success Executive who combines strong customer relationship skills with a good understanding of SaaS products, APIs, integrations, and technical troubleshooting.

You will manage customers throughout their lifecycle - from onboarding and technical setup to product adoption, retention, renewals, and account expansion.

The ideal candidate should be comfortable understanding technical customer requirements, troubleshooting basic integration issues, working with APIs/webhooks, and collaborating with Engineering and Product teams when deeper technical intervention is required.

Key Responsibilities:

• Customer Onboarding & Technical Implementation
• Own customer onboarding from initial setup through activation.
• Understand customer business requirements and translate them into platform configurations.
• Assist customers with WhatsApp Business Platform setup, account configuration, campaigns, automation, and integrations.
• Conduct product demos, technical walkthroughs, and training sessions.
• Ensure customers successfully achieve their first business outcome on the platform.
• Technical Product Support
• Help customers troubleshoot product and configuration-related issues.
• Understand and diagnose basic issues involving APIs, webhooks, integrations, authentication, and data flow.
• Analyze error messages, API responses, screenshots, logs, and customer workflows to identify possible root causes.
• Reproduce issues where required before escalating them to Engineering.
• Clearly communicate technical issues and resolutions to customers in simple language.
• API & Integration Understanding
• Develop a working understanding of REST APIs, HTTP methods, JSON, webhooks, API authentication, and status codes.
• Assist customers with third-party integrations and API-related requirements.
• Use tools such as Postman or equivalent tools for basic API validation and troubleshooting.
• Coordinate with Engineering teams for complex API, integration, or platform issues.
• Ensure technical escalations contain complete reproduction steps and relevant information.
• Product Adoption
• Drive adoption of features, automation capabilities, campaigns, integrations, and engagement workflows.
• Monitor customer usage and identify adoption gaps.
• Proactively engage customers with low activity or declining usage.
• Educate customers on product capabilities and best practices.
• Recommend relevant features based on customer use cases.
• Customer Success & Retention
• Build strong relationships with customer stakeholders.
• Understand customer goals, challenges, and expected business outcomes.
• Monitor customer health and proactively identify churn risks.
• Develop retention strategies for at-risk accounts.
• Ensure customers consistently derive measurable value from the platform.
• Account Growth
• Identify upselling and cross-selling opportunities based on customer usage and requirements.
• Recommend relevant plans, features, integrations, and solutions.
• Collaborate with Sales/Account Management teams to drive expansion.
• Contribute toward account revenue growth and retention targets.
• Technical Escalation Management
• Own customer escalations until resolution.
• Coordinate with Engineering, Product, Support, and Sales teams.
• Track issues against SLAs and ensure timely customer communication.
• Identify recurring technical issues and share insights with Product and Engineering.
• Contribute to FAQs, troubleshooting documentation, and knowledge bases.
• Customer Data & Reporting
• Monitor customer health, usage, adoption, campaign performance, and engagement metrics.
• Use CRM and product data to identify customer risks and opportunities.
• Maintain accurate customer records, interactions, technical issues, and resolutions.
• Prepare reports highlighting customer performance and opportunities for improvement.
• Renewals & Payments
• Support renewal conversations by demonstrating product value and ROI.
• Coordinate with Finance and customers for timely payments and renewals.
• Maintain accurate account and renewal information.

Required Qualifications:

• Bachelor's degree in Business, Technology, Engineering, Commerce, or a related field.
• 2+ years of experience in Customer Success, Technical Customer Success, SaaS Support, Product Support, Account Management, or a similar role.
• Experience working with B2B SaaS / technology products.
• Strong understanding of SaaS products and customer workflows.
• Basic understanding of REST APIs, JSON, HTTP methods, webhooks, and API authentication.
• Ability to perform basic technical troubleshooting.
• Comfortable using tools such as Postman, CRM platforms, and support tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Ability to explain technical concepts to non-technical customers.
• Strong ownership of customer issues from identification through resolution.

Preferred Qualifications:

• Experience with WhatsApp Business API / WhatsApp Business Platform.
• Experience with BSPs, CPaaS, CRM, MarTech, conversational AI, or customer engagement platforms.
• Experience troubleshooting third-party integrations.
• Familiarity with Postman, webhooks, APIs, JSON, OAuth/API tokens.
• Exposure to Zapier, Make, n8n, or similar automation platforms.
• Basic knowledge of SQL/database concepts.
• Experience with Intercom, Zendesk, Freshdesk, HubSpot, Salesforce, or Zoho CRM.
• Experience working closely with Engineering/Product teams.

Key Performance Metrics:

• Customer Activation Rate
• Time to First Value
• Product Adoption
• Customer Health Score
• CSAT / NPS
• Churn Rate
• Renewal Rate
• GRR / NRR
• Upsell & Cross-Sell Revenue
• First Contact Resolution
• Technical Escalation Resolution Time
• SLA Adherence

What Success Looks Like:

• Customers are technically and successfully onboarded within defined timelines.
• Customers quickly achieve their first business outcome.
• Technical issues are diagnosed accurately before escalation.
• Product adoption and engagement continuously improve.
• At-risk accounts are identified and retained proactively.
• Customers renew and expand their usage of the platform.
• Technical escalations are clear, complete, and resolved quickly.
• Customer satisfaction remains consistently high.