Roles & Responsibility:

- Proactive Account Ownership

* Own the health and success of assigned customer accounts.

* Proactively identify risks and take preventive actions before issues escalate.

* Recommend actions to improve engagement and account performance.

* Surface opportunities for account growth and expansion.

* Act as the operational point of contact for customers and internal teams.

- Adoption & Engagement

* Monitor platform usage, active users, and completion metrics.

* Drive user engagement through follow-ups and campaigns.

* Support onboarding and feature adoption across accounts.

* Track account-level adoption and ensure customers derive maximum value from the platform.

- Customer Experience & Stakeholder Management

* Build robust relationships with customer stakeholders.

* Ensure timely communication and follow-up on action items.

* Manage escalations and provide regular updates to customers.

* Deliver a seamless and responsive customer experience.

- Account Health & Operations

* Conduct regular account reviews and identify risks.

* Maintain dashboards, reports, and account hygiene.





* Ensure process compliance and adherence to operational SLAs.

* Maintain documentation, trackers, and knowledge repositories.

- Ticket & Query Resolution

* Handle customer queries through email, chat, and calls.

* Resolve tickets within defined timelines.

* Coordinate with Product, Engineering, and Customer Success teams to ensure timely issue closure.

* Track and communicate the status of open issues until resolution.

* 2- 4 years of experience in Operations, Customer Success Operations, SaaS Support, Account

Management, or Customer Success.

* Strong ownership mindset with the ability to manage multiple priorities.

* Excellent communication and stakeholder management skills.

* Analytical and problem-solving abilities with attention to detail.

* Comfortable working cross-functionally with Product, Engineering, and Customer Success teams.

* Proficiency in Excel, Google Sheets, and reporting tools.

* Bachelor in Engineering, IT, Computer Science, Pharmacy, or a related field preferred.

📌 Customer Success Executive (Maharashtra)
🏢 mple.ai
📍 Maharashtra