The Customer Success Executive will support customer adoption, engagement, and value realisation of the Flacon Dive SaaS platform. This is a hands-on, execution-focused role suited for a junior professional in a fast-paced environment.
The role requires working closely with customers to track usage, understand behaviour, and improve adoption through regular interactions and data-driven insights. You will collaborate with delivery and product teams and act as a quality advocate, contributing to continuous improvement of both service delivery and the product.
Core Objectives of the Role
- Increase usage and adoption of the Flacon Dive platform.
- Support customers in achieving measurable outcomes through the product
- Use data and customer feedback to improve service quality and product experience
- Build solid foundational skills in SaaS customer success and analytics
Key Responsibilities
1. Customer Engagement & Support
- Conduct regular customer connects (check-ins, follow-ups, adoption reviews) under guidance from
senior team members.
- Support customers during post-onboarding to ensure smooth usage of the platform.
- Respond to customer queries related to usage, features, and basic troubleshooting.
- Maintain accurate records of customer interactions, action items, and outcomes.
2. Product Adoption & Usage Tracking
- Monitor customer usage data to track logins, feature usage, and engagement trends.
- Identify early signs of low adoption or disengagement and escalate appropriately.
- Assist in executing adoption initiatives such as walkthroughs, training sessions, and feature enablement.
- Support the creation and maintenance of adoption play books, FAQs, and usage guides.
3. Data & Behavioural Analysis (Foundational Level)
- Work with dashboards and reports to analyse basic customer behaviour and usage patterns.
- Prepare simple reports and summaries for internal review and customer discussions.
- Learn to translate data insights into clear observations an