About TrulyInboxTrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably. With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here.

It's a competitive advantage.The RoleWe're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues fast, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.Roles & ResponsibilitiesSupport & Issue ResolutionHandle inbound support requests across email, chat, and all active support channelsResolve customer issues quickly and follow up to confirm every ticket is genuinely closedIdentify recurring issues and escalate them to Engineering or Product as systemic bugs with clear evidenceBuild and maintain a knowledge base that reduces repeat queries and enables customer self-serviceTrack and improve response time, resolution time, and CSAT per ticket Customer Feedback & Voice of CustomerCollect NPS and CSAT scores at defined moments across the customer journeyRun exit interviews with every churned customer to uncover the real reason behind cancellationsSynthesise qualitative feedback into structured, actionable insights for Product and the founding teamIdentify and report the top 3 churn reasons each month with supporting evidenceSurface customer language that Marketing can use in messaging, copy, and positioning Expansion & AdvocacyIdentify customers ready to expand (more seats, higher plan, or add-ons)



and pass them to Sales with full contextBuild and run a referral and advocacy programme for highly satisfied customersDevelop case studies and testimonials from successful customer stories in partnership with MarketingOwn the ongoing relationship with Scale and Enterprise accounts as they growWho You Are1 to 3 years of experience in customer support, customer success, or account management at a SaaS companyExcellent written communication across technical explanations, customer escalations, and insight reportsNaturally organised with solid follow-through on tickets, feedback documentation, and follow-upsYou think in patterns - when multiple customers raise the same issue, you flag it, document it, and push for a fixComfortable with support tools like Intercom, Freshdesk, Zendesk, or similarBonus: Familiarity with cold email workflows, outbound sales tools, or email deliverabilityWhat Success Looks Like in 90 DaysFirst response time consistently under 4 hours across all channelsA structured knowledge base is live and reducing repeat ticket volumeNPS and CSAT collection is running at defined customer touchpointsFirst monthly churn report delivered to the founding team with evidence and recommendationsAt least one customer identified and passed to Sales as expansion-readyA shortlist of satisfied customers identified for the advocacy programmeWhy TrulyInboxReal Ownership You won't be managing a queue. You'll own the entire post-signup customer relationship with a direct line to the founder and product team.Your Feedback Ships

Insights from your customer conversations directly influence what gets built, fixed, and prioritised.Room to Grow

Clear path to Senior CSE, Customer Success Manager, or a specialist Voice of Customer role as the team scales.Perks & BenefitsPerformance-linked incentivesAnnual learning budget (courses, tools, events)Health insurance allowanceAnnual offsite retreatFast-track growth to Senior CSE or Customer Success Manager

📌 Customer Success & Support Specialist (Ahmedabad)
🏢 The Ikigai
📍 Ahmedabad