Senior Executive - Customer Success

We’re hiring a Senior Executive - Customer Success to own customer outcomes post-deal close. This role sits between Sales and Delivery and is accountable for customer satisfaction, delivery predictability, churn prevention, and long-term account growth.This is not a support role and not a project manager. It’s a relationship- and outcomes-driven role focused on ensuring customers succeed and grow over time.

Key Responsibilities

Customer Relationship Ownership

- Own day-to-day and long-term relationships with HubSpot customers
- Serve as the primary customer-facing contact post kick-off
- Build trust, predictability, and long-term engagement
- Manage a portfolio of 10–15 retainer-based customers

Churn Prevention & Account Health

- Monitor customer health, satisfaction, and early risk signals
- Own churn prevention and escalation management
- Track customer NPS and satisfaction metrics
- Step in early when delivery or expectation gaps emerge

Delivery Oversight (Non-Execution)

- Coordinate between customers and internal delivery teams
- Ensure scope, timelines, and expectations remain aligned
- Flag risks early and drive resolution
- Accountable for outcomes, not task or project execution
- Run recurring rituals (e.g. weekly sprint planning) to prioritise projects and tasks within the agreed scope and budget.
- Maintain timesheet visibility and basic resourcing awareness across your accounts — know what's burning, what's blocked, and what's coming.

Proposal & Estimate Governance





- Review and monitor estimates and proposals shared with customers
- Ensure proposals align with:
- - customer expectations
- Delivery feasibility
- Commercial logic

- Collaborate with Sales to vet proposals before they go out
- Track and improve proposal-to-conversion ratios

Expansion & Upsell Enablement

- Identify expansion and upsell opportunities within existing customers
- Proactively introduce existing customers to OneMetric's broader service catalogue over time (e.g. CRM setup, tech integration, AI services) as you build understanding of what's available.
- Work closely with Sales to: Surface opportunities, Support positioning, Improve close rates

Decision-Making Expectations

- Make customer-facing decisions independently..
- Escalate risks before they become issues..
- Challenge unrealistic customer requests..
- Balance customer needs with delivery capacity..
- Represent the customer's interests internally while protecting business outcomes.

What We’re Looking For

Must-Haves

- 2–5 years of experience in a client-facing role (CSM, Customer Success, Account Management, or agency-side role), PMP certification.
- Solid understanding of agency delivery models and retainers
- Experience managing multiple long-term customer or client relationships
- Excellent communication, expectation-setting, and escalation skills

Nice-to-Haves

- Exposure to HubSpot, RevOps, or SaaS delivery environments
- Experience in white-labelled or customer-led models
- Commercial awareness around estimates, proposals, and margins

📌 Customer Executive (India)
🏢 OneMetric
📍 India