Customer Success Executive

Job Description: Customer Success Executive (2-3 Years Experience)

Position: Customer Success Executive

Location: Bengaluru, Karnataka

Company: OneHubPOS

Experience: 2-3 Years

Industry Preference: SaaS, POS Solutions, FinTech, Retail Technology, Food & Beverage Technology

About OneHubPOS

OneHubPOS is a comprehensive cloud-based POS and business management platform helping restaurants, cafés, QSRs, retail stores, and multi-location businesses streamline operations, improve customer experiences, and drive growth through innovative technology solutions.

Role Overview

We are looking for a passionate and customer-focused Customer Success Executive to join OneHubPOS. The ideal candidate will be responsible for ensuring customers achieve maximum value from our platform through onboarding, training, adoption, relationship management, and ongoing support. The role requires working closely with customers, sales, product, and support teams to drive customer satisfaction, retention, and growth.

Key Responsibilities

Customer Onboarding & Training

• Manage end-to-end onboarding for new customers.
• Conduct product demonstrations and user training sessions.
• Ensure smooth implementation and successful go-live of OneHubPOS solutions.
• Assist customers with POS configuration and best practices.

Customer Relationship Management

• Build strong relationships with key customer stakeholders.
• Act as the primary point of contact for assigned accounts.
• Conduct regular customer health checks and business reviews.
• Understand customer objectives and align product capabilities accordingly.

Customer Retention & Growth

• Drive product adoption and feature utilization.
• Proactively identify risks and execute retention strategies.
• Support upselling and cross-selling opportunities in collaboration with the sales team.
• Monitor customer satisfaction metrics and improvement plans.

Support & Issue Resolution

• Coordinate with technical and support teams to resolve customer concerns.
• Track and manage escalations until closure.
• Ensure timely communication and customer updates throughout the resolution process.

Customer Feedback & Product Improvement

• Gather customer feedback and feature requests.
• Work closely with the product team to communicate enhancement opportunities.
• Advocate for customers internally to improve overall product experience.

Reporting & Documentation

• Maintain accurate records in CRM and customer success platforms.
• Prepare account health reports and customer engagement summaries.
• Track KPIs including adoption, retention, customer satisfaction, and renewals.

Required Qualifications

• Bachelor's degree in Business, Marketing, IT, Hospitality, or a related field.
• 2-3 years of experience in Customer Success, Account Management, Client Servicing, or Customer Support.
• Experience working with SaaS products is mandatory.
• Strong communication and presentation skills.
• Customer-first mindset with excellent problem-solving abilities.
• Ability to manage multiple clients simultaneously.
• Proficiency in CRM tools such as HubSpot, Salesforce, Zoho CRM, or similar platforms.
• Comfortable conducting online and onsite training sessions.

Preferred Experience

• Experience in POS SaaS platforms.
• Background in Restaurant Technology, Retail Technology, FinTech, or B2B SaaS.
• Experience handling enterprise or multi-location customers.
• Knowledge of payment integrations, online ordering, loyalty, or self-service kiosk solutions.