Customer Success Executive (CSE)

JOB SUMMARY:

Location: Calicut
Department: Customer Success
Experience: 0-2 years

About the Role:

At TechBrein, the Customer Success Executive (CSE) ensures that customers get the maximum business value from our solutions and services. The CSE is the primary non-technical point of contact for clients — responsible for smooth onboarding, relationship nurturing, ROI tracking, and coordination. In addition, the CSE contributes to sales support and lead generation activities.

Key Responsibilities:

Client Relationship & Engagement (Non-Technical):

● Lead customer onboarding, ensuring a smooth handover from Sales/Pre-Sales and helping clients get started with our services.
● Understand customer goals and align TechBrein’s solutions to deliver measurable ROI and value realization.
● Act as the customer’s advocate within TechBrein — proactively communicating updates, timelines, and next steps.
● Conduct periodic check-ins and business reviews to assess satisfaction and adoption.
● Ensure timely renewals and drive long-term client retention.

Customer Retention & Satisfaction:

● Track customer health and flag risks to relevant internal teams.
● Collect and document customer feedback, escalating improvement areas.
● Support customer NPS/CSAT surveys and ensure continuous improvement.

Sales Support & Lead Generation:

● Assist the sales team by following up with warm leads, inbound inquiries, and renewals.
● Coordinate sales meetings, prepare proposals, and maintain accurate CRM records.
● Re-engage past clients or cold leads with structured outreach campaigns.

Coordination & Internal Communication:

● Liaise with technical, delivery, and support teams on client requests — without handling technical issues directly.
● Track progress of service deliverables and keep clients informed.
● Maintain clear records of all client interactions and updates in CRM.

What You’re NOT Responsible For:

● Technical troubleshooting, architecture, or delivery.
● Direct involvement in DevOps/Engineering workflows.
● Acting as the escalation point for support issues (handled by respective teams).

Skills & Qualifications:

● Bachelor’s degree in Business, Communications, or related field.
● 0-2 years’ experience in customer-facing roles (customer success, account management, or sales support).
● Strong communication and relationship-building skills.
● Organized, proactive, and detail-oriented.
● Familiarity with CRM platforms (e.g., Zoho), Google Workspace, and collaboration tools.