Customer Success Executive

Company: SoftMaji InfoTech Private Limited
Location: Lucknow, Uttar Pradesh
Job Type: Full-Time
Work Mode: On-Site
Department: Customer Success
Experience: 0 to 3 Years
Salary: ₹20,000 to ₹40,000 per month + Performance Incentives
Openings: 4

About SoftMaji InfoTech

SoftMaji InfoTech Private Limited is an IT company based in Lucknow, Uttar Pradesh.

We work on web development, software development, mobile applications, digital marketing and SaaS products.

Our SaaS products are designed to help businesses, schools, institutions and other organizations manage their daily operations through online software.

We are looking for a Customer Success Executive who can work closely with our customers after they join our SaaS products.

The goal of this role is simple:

Help customers successfully use our products and make sure they get real value from them.

This is a customer-facing role involving regular communication, product guidance, onboarding, follow-ups, issue coordination, customer feedback and retention.

About the Role

Customer Success starts after a customer decides to use our product.

Your responsibility will be to make the customer’s journey smooth from the beginning.

You will help customers understand the product, guide them through important features, answer basic product questions, coordinate with the technical and support teams when necessary and regularly check whether they are getting the expected value from the software.

You will not be expected to write code.

However, you should be comfortable using software products and willing to learn our products in detail.

You should be able to explain software clearly to someone who may not have a technical background.

What Does Customer Success Mean?

Customer Success means helping customers achieve what they purchased the software for.

For example, if a customer purchases a school management SaaS product, your responsibility is not simply to tell them that their account has been created.

You should help them understand:

• How to get started
• Which features they should use
• How to complete important setup steps
• Where to find important functions
• How to use the system properly
• Where to get help when they face an issue

You should also identify when a customer is having difficulty and make sure the right internal team is involved.

Your Main Responsibilities

1. Customer Onboarding

You will help new customers get started with our SaaS products.

This may include:

• Welcoming new customers.
• Explaining the basic product workflow.
• Helping customers understand their account.
• Explaining important features.
• Guiding customers through initial setup.
• Helping customers understand where to find important settings.
• Coordinating required information or documents.
• Scheduling onboarding calls or meetings.
• Checking whether the customer has successfully started using the product.

The objective is to make sure a new customer does not purchase the software and then struggle to understand what to do next.

2. Product Training

You may provide basic product training to customers.

Training can happen through:

• Phone calls
• Online meetings
• Screen sharing
• Video calls
• Written instructions
• Product documentation

You should explain features in simple language.

You should adjust your explanation based on the customer’s level of technical knowledge.

A customer should not need to understand programming to use our SaaS products.

3. Regular Customer Communication

You will maintain regular communication with assigned customers.

This may include:

• Checking whether they are using the product properly.
• Asking whether they need assistance.
• Following up on pending issues.
• Explaining new features.
• Checking their onboarding progress.
• Understanding their changing requirements.
• Collecting feedback.

Not every customer needs daily communication.

The frequency of communication should depend on the customer’s situation and business requirements.

4. Customer Adoption

A customer may purchase a product but use only a small part of it.

You will help customers understand useful features that are relevant to their work.

For example, if a customer is using only basic features, you may explain other features that could help them.

Your responsibility is not to force customers to use every feature.

The objective is to help them use the features that are genuinely useful for their requirements.

5. Customer Requirement Understanding

You should understand what customers are trying to achieve with the product.

You may ask questions such as:

• What are you currently trying to manage?
• Which part of the software are you having difficulty with?
• Which feature are you trying to use?
• What process are you currently following?
• What would make the software easier for your team?
• Are there any important features you are unable to find?
• Is there anything stopping your team from using the software?

This information can help us improve both customer service and the product.

6. Handle Basic Product Questions

Customers may contact you with questions about:

• Features
• Account settings
• User management
• Product workflow
• Subscription plans
• Basic configuration
• Reports
• Mobile application
• Login and account access
• General product usage

You should answer questions that are within your knowledge.

If a question requires technical investigation, you should create or forward the issue to the appropriate technical team.

7. Coordinate With Technical Support

You are not expected to solve every technical issue yourself.

When a customer reports a technical problem, you will:

1. Understand the customer’s problem.
2. Collect the required information.
3. Record the issue properly.
4. Send it to the technical/support team.
5. Track its progress.
6. Follow up internally.
7. Keep the customer informed where appropriate.
8. Confirm that the customer’s issue has been addressed.

You should not simply forward a complaint and forget about it.

8. Customer Issue Tracking

You will maintain records of important customer issues.

This may include:

• Customer name
• Account information
• Problem reported
• Date reported
• Priority
• Team handling the issue
• Current status
• Expected resolution
• Follow-up date
• Final status

Accurate records are important because multiple teams may work on the same customer.

9. Customer Feedback

Customer feedback is an important part of this role.

You may collect feedback about:

• Product usability
• Features
• Performance
• Customer support
• Pricing
• Missing functionality
• Training
• Onboarding
• Mobile application
• Reports
• General customer experience

Important feedback should be documented and shared with the appropriate team.

10. Identify Customer Problems Early

One important responsibility is identifying problems before they become serious.

For example:

A customer has purchased the software but has not started using it.

A customer repeatedly asks about the same feature.

A customer has stopped responding.

A customer has several unresolved issues.

A customer is approaching renewal but appears unhappy.

You should identify these situations and take the appropriate next step.

11. Customer Retention

Customer retention is an important part of SaaS.

You will help customers continue using our products by:

• Maintaining communication.
• Helping them understand the product.
• Following up on important issues.
• Coordinating support.
• Understanding concerns.
• Collecting feedback.
• Helping customers get value from the software.

If a customer is considering leaving, you should understand the reason and communicate it to the appropriate team.

12. Renewal Support

You may work with customers whose subscriptions are approaching renewal.

This can include:

• Checking upcoming renewals.
• Contacting customers before renewal.
• Understanding whether they intend to continue.
• Identifying unresolved concerns.
• Answering basic renewal questions.
• Coordinating with the sales/accounts team.
• Recording renewal status.
• Following up where necessary.

The objective is to make the renewal process clear and easy for the customer.

13. Identify Genuine Expansion Opportunities

Sometimes a customer’s requirements increase.

For example:

• More users are required.
• The customer needs an additional module.
• The customer needs a higher plan.
• The customer wants another product.
• The customer needs additional services.

You should identify these requirements and inform the appropriate sales team.

You should not pressure customers into purchasing something they do not need.

14. Customer Health Monitoring

You may maintain basic information about customer health.

This can include:

• Onboarding completed or pending
• Product usage
• Open issues
• Customer feedback
• Renewal status
• Customer satisfaction
• Pending requirements
• Expansion opportunities

This information can help the team identify customers who need additional attention.

15. Customer Documentation

You will maintain proper records of customer communication.

This may include:

• Onboarding notes
• Training records
• Customer requirements
• Complaints
• Feature requests
• Follow-up dates
• Renewal information
• Important customer decisions

Information should be recorded accurately so another team member can understand the customer’s history when required.

Working With Other Teams

You will regularly coordinate with different departments.

Sales Team

You may coordinate on:

• New customers
• Product plans
• Upgrades
• Renewals
• Customer requirements

Technical Team

You may coordinate on:

• Bugs
• Technical problems
• Product issues
• Customer-specific requirements
• Feature-related questions

Support Team

You may coordinate on:

• Customer tickets
• Login issues
• Product usage problems
• General customer assistance

Product Team

You may share:

• Customer feedback
• Feature requests
• Common customer problems
• Product improvement suggestions

Skills Required

• Good communication skills
• Good listening skills
• Customer handling
• Problem understanding
• Product knowledge
• Basic computer knowledge
• Follow-up management
• Time management
• Basic CRM knowledge
• Email communication
• WhatsApp communication
• Ability to explain software clearly
• Ability to work with multiple teams

Important Personal Skills

We are looking for someone who:

• Is patient with customers.
• Listens before responding.
• Can explain the same thing in different ways when necessary.
• Does not get frustrated easily during customer conversations.
• Takes ownership of follow-ups.
• Keeps proper records.
• Is comfortable asking questions.
• Can admit when they do not know something and find the correct answer.
• Does not make false promises to customers.
• Can work with both customers and internal teams.

Preferred Experience

Experience in any of the following will be useful:

• Customer success
• Customer support
• Client relationship management
• Account management
• SaaS
• Software support
• IT support
• B2B customer handling
• Customer onboarding
• Product training
• Technical support with customer-facing responsibilities

Education

Graduation in any stream is preferred.

Candidates with relevant customer-facing experience may also be considered.

Experience

0 to 3 Years

Freshers can apply if they have good communication skills, basic computer knowledge and a genuine interest in customer-facing SaaS roles.

Candidates with experience in customer success, customer support, client handling, SaaS or IT services will be preferred.

Communication Requirements

Hindi: Good communication required.

English: Basic to good professional communication preferred.

Perfect English is not required.

You should be able to understand customers, explain software clearly and communicate professionally.

Salary

₹20,000 to ₹40,000 per month + Performance Incentives

The final salary will depend on:

• Experience
• Communication skills
• Customer handling ability
• Product understanding
• Interview performance

Performance Incentives

Performance-based incentives may be provided based on company-defined customer success and business objectives.

Performance may include factors such as:

• Successful customer onboarding
• Customer retention
• Renewal support
• Customer satisfaction
• Product adoption
• Successful issue coordination
• Customer relationship quality
• Identified expansion opportunities

The applicable incentive structure will be explained during the hiring process.

Employee Benefits

• Competitive fixed salary
• Performance-based incentives
• Paid leave as per company policy
• Weekly off
• Product training
• Customer success training
• SaaS product exposure
• Practical experience with real customers
• Career growth opportunities
• Regular performance reviews
• Professional working environment
• Support from technical, sales and support teams

Career Growth

Possible career progression:

Customer Success Executive → Senior Customer Success Executive → Customer Success Manager → Customer Success Lead

Depending on the employee’s skills and performance, there may also be opportunities to move into:

• Account Management
• Product Management
• SaaS Operations
• Sales
• Customer Support Management

Working Schedule

Working Days: Monday to Saturday
Weekly Off: Sunday
Working Hours: 10:00 AM to 8:00 PM
Location: Lucknow, Uttar Pradesh

This is an on-site position.

Candidates should be comfortable working from our Lucknow office.

Who Can Apply?

This position may be suitable for you if you:

• Enjoy helping customers.
• Like communicating with people.
• Are patient and good at listening.
• Enjoy learning software products.
• Can explain things clearly.
• Like solving customer problems.
• Are comfortable coordinating with different teams.
• Want to build a career in SaaS.
• Have experience in customer support or client handling.
• Are a fresher looking for a customer-facing IT role.

Who May Not Be Suitable?

This role may not be suitable if you:

• Do not want regular customer communication.
• Do not like follow-ups.
• Do not want to learn software products.
• Become frustrated easily with customer questions.
• Prefer working completely independently without customer interaction.
• Do not want to coordinate with other teams.

What You Will Learn

You will gain practical experience in:

• SaaS customer success
• Customer onboarding
• Product training
• Customer retention
• Customer communication
• Customer relationship management
• Issue coordination
• Product adoption
• Customer feedback management
• Renewals
• Account management
• CRM management
• SaaS operations
• Working with technical and sales teams

A Typical Day

Your day may include:

• Checking customer onboarding status.
• Speaking with newly onboarded customers.
• Conducting product training.
• Answering customer questions.
• Following up on open customer issues.
• Coordinating with the technical team.
• Checking customers who may need assistance.
• Following up with customers approaching renewal.
• Recording customer feedback.
• Updating CRM records.
• Discussing important customer concerns with your manager.
• Sharing useful customer feedback with the product team.

The exact activities may vary based on customer requirements and business priorities.

Performance Expectations

Customer Success is not simply about answering customer calls.

Your performance may be measured through:

• Successful onboarding
• Customer adoption
• Customer response and follow-up
• Customer retention
• Renewal support
• Issue follow-up
• Customer satisfaction
• Customer communication quality
• CRM accuracy
• Feedback collection
• Product knowledge

The exact targets and measurement process will be communicated by the management team.

Important: Skill Test Required Before Applying

Complete the Skill Test First

Before applying for this job, please take the test for the same skill.

1. Take Test

→

2. Pass Test

→

3. Share Certificate

→

Take Skill Test →

After passing the test, share your certificate with us. We will then process your application.

Please complete the skill test before submitting your application.

Applications without the required skill-test certificate may not be processed.

Hiring Process

1. Skill Test

Complete the Customer Success Executive skill assessment.

2. Certificate Verification

Share your certificate with our recruitment team.

3. Application Screening

Our recruitment team will review your resume, experience and test result.

4. HR Interview

Discussion about your background, communication, salary expectations and career plans.

5. Customer Success Interview

Discussion about:

• Customer handling
• Communication
• SaaS products
• Customer onboarding
• Problem solving
• Customer retention
• Follow-ups

6. Practical Round

You may be given sample customer situations.

For example:

Situation 1: A new customer has purchased the software but does not know how to start.

Situation 2: A customer is unhappy because an issue has not yet been resolved.

Situation 3: A customer is not using an important feature.

Situation 4: A customer’s subscription is approaching renewal and they are unsure whether they want to continue.

You may be asked how you would handle these situations.

7. Final Discussion

Salary, joining date, responsibilities and other employment terms will be discussed.

8. Offer

Selected candidates will receive the employment offer.

The hiring process may vary depending on the candidate’s profile.

Important Things to Know Before Applying

This is a customer-facing role.

You will communicate with customers regularly.

You may speak with customers who are confused, busy, unhappy or facing difficulties with the product.

You are expected to listen carefully, understand the situation and take the correct next step.

You will not be expected to solve every technical problem yourself.

However, you will be expected to take ownership of the communication and follow-up until the matter reaches the appropriate team or resolution stage.

We are looking for someone who genuinely enjoys helping customers and wants to understand software products.

How to Apply

Before applying, complete the required Customer Success Executive skill test.

Step 1: Take the Skill Test.

Step 2: Pass the test and receive your certificate.

Step 3: Share your certificate along with your updated resume with our recruitment team.

Skill Test: https://certify.softmaji.in/tests

Company: SoftMaji InfoTech Private Limited
Location: Lucknow, Uttar Pradesh