ABOUT COMPANY Osettl Technologies operates Legodesk — a specialized legaltech platform for end-to-end debt recovery and NPA resolution. We serve India's leading banks, NBFCs, ARCs, and law firms with cutting-edge workflows for:
- SARFAESI Act proceedings • IBC/NCLT filings • DRT/DRAT litigation • Section 138 NI Act prosecution THE ROLE Customer Success Executive — own the post-sale client lifecycle for BFSI customers (banks, NBFCs, ARCs, law firms).
Your mission: ensure clients achieve their debt recovery and litigation outcomes with Legodesk. Success = High adoption, zero churn, strong NPS, growing case volume per account.
Experience Required: 2-3 years in customer success, support, or client operations Location: Bengaluru (on-site) RESPONSIBILITIES Client Onboarding & Enablement → Lead structured onboarding for new customers → Conduct training on Legodesk platform (SARFAESI, IBC, DRT, Section 138) → Create personalized implementation timelines → Build success playbooks tailored to each client's workflow Ongoing Support & Relationship Management → Serve as trusted single point of contact (SPOC) for assigned accounts → Monitor usage metrics and proactively identify adoption blockers → Field client questions; resolve issues or escalate smartly → Maintain CRM transparency (all interactions logged) Account Health & Retention → Track health metrics: NPS, adoption rate, case volume,
engagement score → Identify at-risk accounts and escalate for retention intervention → Conduct quarterly business reviews (QBRs) to drive value realization → Build retention strategies for your portfolio Continuous Improvement → Gather customer feedback on features and pain points → Escalate to Product team as feature requests or bug reports → Build case studies and customer testimonials → Stay current on regulatory changes (debt recovery, NCLT, DRT) YOUR PROFILE ✓ 2-3 years in CS, customer support, or client operations ✓ SaaS background preferred (but not required) ✓ Robust communicator: explain technical concepts to non-technical stakeholders ✓ Empathetic problem-solver; comfortable with ambiguity ✓ CRM proficiency (Salesforce, HubSpot, or similar) ✓ Curious about BFSI/legaltech; willing to learn debt recovery processes ✓ Bachelor's degree (any stream) RED FLAG: If you've only done internal ops with zero external client interaction GREEN FLAG: "I reduced churn from X% to Y%" or "I built an onboarding playbook" YOU'LL BE MEASURED ON → Churn Rate: → NPS Score: 50+ (client satisfaction) → Product Adoption: >70% across portfolio → Onboarding Time: → Case Volume Growth: growing engagement per client #Hiring #CustomerSuccess #Legaltech #Bangalore #BFSI #SaaS #Startup #FullTime -