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.