We are looking for a Customer Success Executive to help us provide world-class support services to our clients.
spynPRO is a SAAS product for academy owners, event organizers and facility owners to manage and grow their businesses.
Mission
Help every customer achieve maximum value from spynPRO by providing exceptional onboarding, timely support, proactive guidance and continuous engagement, resulting in high customer satisfaction, retention and business growth.
What Success Looks Like
A successful Customer Success Executive ensures customers confidently use spynPRO, resolve issues quickly, adopt relevant features and continue growing with the platform. Customers view their CSE as a trusted partner who helps them succeed, leading to higher retention, stronger relationships and increased opportunities for cross-sell and upsell.
Primary Responsibilities
1. Customer Onboarding
- Conduct onboarding sessions.
- Ensure customers complete setup successfully.
- Drive early product adoption.
- Reduce time-to-value.
2. Customer Support
- Resolve customer queries.
- Coordinate with Product for bugs and enhancements.
- Keep customers informed about progress.
- Ensure timely follow-up until closure.
3. Customer Success
- Proactively engage with customers.
- Help customers adopt underutilized features.
- Identify opportunities to improve their operations using spynPRO.
- Monitor customer health and identify at-risk customers.
4. Customer Retention
- Reduce churn.
- Understand reasons for dissatisfaction.
- Build strong customer relationships.
- Improve customer satisfaction.
5. Revenue Growth
- Identify opportunities for:
- Branded App
- BookingsPRO/AcademyPRO
- Additional licenses
- Other future offerings
- Coordinate with Sales where required.
Note: The CSE identifies opportunities but does not necessarily own closing the sale.
6. Documentation
- Maintain help articles.
- Improve FAQs.
- Document recurring customer issues.
- Suggest product improvements based on customer feedback.
7. Customer Advocacy
- Identify delighted customers.
- Request reviews and testimonials at the right time.
- Share success stories with the Marketing team.
- Convert happy customers into brand advocates.
Leadership Behaviours
A Customer Success Executive at spynPRO…
- Thinks from the customer’s perspective.
- Communicates clearly and professionally.
- Takes ownership until the issue is resolved.
- Never leaves a customer without an update.
- Builds trust through honesty.
- Looks for ways to help customers succeed, not just solve today’s problem.
- Documents recurring issues and suggests improvements.
- Collaborates effectively with Product, Sales and QA.
Application Form
Location Kamothe, Navi Mumbai
