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 strong 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 and recommended next steps.

- Support senior team members in cohort analysis and adoption studies.

4. Cross-Functional Collaboration
- Coordinate with the Delivery Team to address customer issues, feedback, and enablement needs.

- Share customer insights and recurring issues with the Product Team to support product improvements.Assist in validating current features through customer feedback and pilot participation.

5. Quality & Continuous Improvement
- Act as a quality advocate by ensuring customer interactions meet defined service standards.

- Capture customer feedback systematically and ensure it is logged and shared.

- Participate in internal reviews focused on improving processes, documentation, and customer experience.

- Support continuous improvement initiatives related to service delivery and product usability.

Competency Framework

1.

Customer

Orientation

- Demonstrates empathy and a genuine interest in customer success

- Listens actively and follows through on commitments

- Maintains professionalism in all customer interactions

2.

Analytical

Thinking (Foundational)

- Comfortable working with data, numbers, and reports

- Able to identify basic patterns and trends in usage data

- Shows curiosity to understand “why” behind customer behaviour

3. Execution & Ownership
- Takes responsibility for assigned customers and tasks

- Follows processes consistently while adapting to organisational pace

- Completes work with accuracy and attention to detail

4.

Learning

Agility

- Quickly learns SaaS concepts, product features, and customer workflows

- Open to feedback and continuous skill development

- Demonstrates willingness to grow into higher-responsibility roles

5. Collaboration & Communication
- Communicates clearly with customers and internal teams

- Shares updates, risks, and learnings proactively

- Works effectively in a cross-functional environment

📌 Customer Success - Analyst (Hyderabad)
🏢 Lognormal Analytics
📍 Hyderabad