Customer Success Specialist For Reputed B2B Product based Company

• 5 yrs Shift: Day shift Qualification: Any Graduation About the Role A Customer Success Specialist is responsible for ensuring customers achieve maximum value from the companys products or services.
• This role focuses on onboarding, relationship management, product adoption, retention, and overall customer satisfaction.
• We are looking for a high-ownership Customer Success Specialist who can drive adoption, retention, and growth across our customer base.

Key Responsibilities

• Act as the primary point of contact for assigned customers.
• Own and drive customer subscription renewals to ensure retention and recurring revenue.
• Manage customer onboarding and ensure smooth product adoption.
• Understand client goals and align product usage to business outcomes.
• Build long-term relationships to improve retention and reduce churn.
• Conduct regular check-ins, health reviews, and success planning sessions.
• Identify upsell and cross-sell opportunities in collaboration with sales teams.
• Resolve customer issues by coordinating with support, product, and technical teams.
• Track customer metrics, feedback, and usage patterns.
• Maintain accurate records in CRM tools.

Required Skills & Qualifi cations

• Bachelors degree in Business, Marketing, IT, or related fi eld.
• 3-5 years experience in Customer Success, Account Management, or Support roles.
• Strong communication and relationship-building skills.
• Problem-solving mindset with customer-fi rst approach.
• Experience with CRM tools (Zoho, HubSpot, Salesforce, etc.).
• Ability to manage multiple accounts and prioritize tasks effectively.
• Basic understanding of SaaS/CPaaS or technology products (preferred).
• Key Performance Indicators (KPIs)
• Customer retention rate
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT) / NPS score
• Product adoption & engagement metrics
• Expansion revenue from existing accounts Preferred Traits
• Ownership mindset
• Empathy and strong listening skills
• Data-driven decision making
• Proactive communication