Executive/Senior Executive Customer Success

We are looking for an Executive/ Sr. Executive Customer Success who will partner with enterprise customers to drive product adoption, digital transformation, user engagement, and account growth. The role combines customer success, consultative selling, and SaaS implementation to ensure customers realize measurable business value while identifying opportunities for expansion and revenue retention.

Responsibilities

1. Own customer onboarding, implementation support, and user adoption.
2. Drive digital transformation initiatives by understanding customer business processes and recommending best practices.
3. Conduct stakeholder training, QBRs, health checks, and adoption reviews.
4. Track adoption KPIs, product usage, and customer health; create action plans.
5. Partner with Sales to identify upsell/cross-sell opportunities and support renewals.
6. Build relationships with business and operational stakeholders.
7. Gather customer feedback and collaborate with Product, Engineering, and Support.
8. Prepare business value, ROI, and executive presentations.
9. Ensure timely issue resolution and excellent customer support.

Requirements

1. MBA or equivalent postgraduate degree from a recognized university.
2. 3 to 5 years of experience in Customer Success, Account Management, Consulting, SaaS, or B2B client-facing roles.
3. Excellent communication and presentation skills.
4. Strong analytical and problem-solving ability.
5. Good knowledge of Excel and PowerPoint.
6. Ability to understand business processes and promote digital adoption.
7. Commercial mindset with ability to identify growth opportunities.
8. Knowledge of SaaS, ERP, TMS, Supply Chain, or Logistics is an advantage.
9. Willingness to travel to customer locations when required.