Customer Success Executive – Onboarding & Implementation

Key Responsibilities

Customer Onboarding & Implementation

· Manage customer onboarding activities from installation to successful go-live.

· Prepare and maintain onboarding plans, milestones, timelines, and checklists.

· Conduct customer onboarding and implementation calls.

· Guide customers through configuration, setup, integration, testing, and activation.

· Follow up with customers to ensure completion of required onboarding activities.

· Drive customers toward their first successful transaction.

Internal Coordination

· Coordinate with Business Analysts, Development, QA, Product, and Support teams for customer implementations.

· Track configuration, data mapping, testing, integrations, dependencies, and pending activities.

· Follow up with internal teams to ensure timely resolution of customer requirements and issues.

· Maintain clear records of customer action items and implementation status.

Customer Communication

· Act as a key point of contact for customers during the onboarding process.

· Provide regular updates regarding implementation progress, pending activities, delays, and technical issues.

· Maintain professional and proactive communication with customers.

· Understand customer requirements and ensure they are communicated accurately to internal teams.

Issue & Escalation Handling

· Identify onboarding blockers and potential delays at an early stage.

· Coordinate with relevant internal teams to resolve implementation issues.

· Handle routine customer escalations during onboarding.

· Ensure timely follow-up until customer issues are resolved.

Process Improvement

· Identify recurring onboarding challenges and implementation bottlenecks.

· Suggest improvements to onboarding processes, checklists, and documentation.

· Share customer feedback and recurring issues with relevant internal teams.

· Contribute to improving onboarding efficiency and customer satisfaction.

Requirements

Required Skills & Qualifications

· 2–4 years of experience in Customer Success, Customer Onboarding, Implementation, SaaS, or a similar customer-facing role.

· Excellent verbal and written communication skills.

· Strong customer-handling and relationship-management skills.

· Experience managing multiple customer onboarding activities simultaneously.

· Strong coordination, follow-up, and organizational skills.

· Ability to work with mid-market and enterprise customers.

· Basic understanding of SaaS products, integrations, APIs, configurations, or technical workflows.

· Strong problem-solving and escalation-handling abilities.

· Ability to manage multiple priorities and meet implementation timelines.

· Comfortable working with cross-functional teams.

· Good documentation and reporting skills.

Good to Have

· Experience with SaaS, eCommerce, ERP, CRM, API integrations, or automation platforms.

· Exposure to tools such as Jira, ClickUp, Zoho, or similar platforms.

· Experience working with international customers.

· Consultative selling or soft-sales experience.