Customer Success Executive - US

Urgent Hiring | 1–2 Years Experience | Mohali | Full-Time (In-Office)

CTC: Up to ₹5 LPA (Fixed + Performance-Based Incentives)

Shift Timings: 9-Hour Shift Starting Around 2:00 PM IST

Reporting To: Team Lead – Strategic Account Manager

About Outplay

Outplay is a sales engagement and automation platform that helps B2B sales teams streamline prospecting, automate outreach, and manage conversations across multiple channels. It enables sales teams to improve engagement, increase productivity, and drive more qualified opportunities.

About the Role

We are looking for a Customer Success Executive to support and manage existing Outplay customers, help them get maximum value from the product, and contribute towards customer retention, product adoption, relationship management, and account expansion.

Key Responsibilities

• Manage day-to-day communication and follow-ups with existing customers.
• Build strong relationships with customers and understand their requirements and challenges.
• Support customers in effectively using Outplay and improving product adoption.
• Proactively follow up with customers to identify concerns, usage gaps, and potential churn risks.
• Coordinate with internal teams to ensure timely resolution of customer issues and requirements.
• Conduct regular customer check-ins and account reviews.
• Identify upsell and expansion opportunities within existing accounts and coordinate with the relevant teams.
• Track customer engagement, product usage, account health, and follow-up activities.
• Maintain accurate customer records, interactions, and updates in the CRM.
• Contribute towards overall customer retention and revenue expansion targets.

What We're Looking For

• 1–2 years of experience in Customer Success, Customer Experience, Account Management, Client Servicing, or a similar role.
• Prior experience in the CRM, SaaS, or B2B technology industry is strongly preferred.
• Understanding of customer retention, product adoption, and account management.
• Excellent communication and relationship-management skills.
• Proactive, ownership-driven, and strong problem-solving mindset.
• Commercial awareness and ability to identify customer growth opportunities.
• Comfortable working with CRM tools and managing multiple customer accounts.
• Willingness to work a 9-hour shift starting around 2:00 PM IST to align with global client time zones.
• Immediate joiners or candidates with a short notice period preferred.

Key Success Metrics

• Customer Retention & Churn Reduction
• Product Adoption & Customer Engagement
• Account Expansion / Upsell Contribution
• Customer Concern Resolution
• Overall Account Health