Customer Success Executive (SaaS)

工作職責

Role Overview: As a Customer Success Executive, you will work closely with SME customers, acting as a trusted advisor to help them leverage our product and transform their customer engagement. You will be an integral part of our sales, product, and marketing teams, serving as a consultative business partner to bridge our customers' needs and our product. Your role is critical to our success, driving customer satisfaction, retention, and growth while transforming the way businesses engage with their customers. Key Responsibilities: 1. Onboarding customers and demonstrating our key value propositions 2. Driving adoption, growth, and retention by building trusted relationships and delivering maximum value 3. Using touch-points like Business Reviews to learn about their priorities and guide them on how to best leverage the platform 4. Discovering and evangelizing new use cases to deepen and expand product usage Leading new enterprise customers to value using deep product knowledge Managing multiple customers at different points in the lifecycle 5. Identifying opportunities to develop new training materials for successful onboarding and adoption 6. Serving as the voice of the customer by translating feedback into actionable insights 7. Building fundamental strategy and structure for upselling and retaining customers 8. Identifying upselling opportunities based on customers' needs.