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 prospects 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 solid 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.
Robust 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 Mumbai
🏢 mple.ai
📍 Mumbai