Customer Success Executive – US IT Services

Company: Ace Web Solutions
Location: CXO Suites, IT Park, Panchkula
Job Type: Full-Time | Work From Office
Salary: ₹25,000 – ₹40,000 per month + Performance-Based Incentives
Experience: 2–5 Years
Process: US IT Services / US Client Operations

About the Role

Ace Web Solutions is looking for an experienced Customer Success Executive to manage and strengthen relationships with our existing US customers.

The ideal candidate will be responsible for ensuring customers receive a smooth and positive experience throughout their engagement with Ace Web Solutions. This includes customer onboarding, regular follow-ups, issue coordination, satisfaction management, retention, renewals, and identifying opportunities for additional services.

This is a US-facing role, so excellent spoken and written English, professional communication, and the ability to confidently communicate with American customers and business clients are essential.

Key Responsibilities

- Manage relationships with existing US customers and act as a primary point of contact.
- Welcome and onboard new customers after the sales process is completed.
- Understand customer requirements, expectations, and service needs.
- Conduct regular customer follow-ups to ensure satisfaction and service quality.
- Coordinate with Service Coordinators, L1/L2/L3 technicians, Sales, Dispatch, and Operations to ensure customer issues are handled effectively.
- Monitor open service issues and follow up internally until resolution.
- Keep customers informed about service progress, appointments, and resolutions.
- Handle customer concerns, complaints, and escalations professionally.
- Identify customers who may be at risk of dissatisfaction or cancellation and take corrective action.
- Maintain strong long-term relationships with customers.
- Monitor customer usage, service requirements, and account health.
- Identify upselling and cross-selling opportunities and coordinate with the Sales team.
- Support customer renewals and retention initiatives.
- Maintain accurate customer information, communication history, and account updates in the CRM.
- Collect customer feedback and identify opportunities to improve the overall customer experience.
- Prepare customer health,



retention, satisfaction, and account performance reports when required.
- Ensure customers understand their services, support process, and available solutions.

What We're Looking For

- 2–5 years of experience in Customer Success, Account Management, Client Servicing, Customer Relationship Management, or a similar role.
- Experience managing US customers or B2B clients is strongly preferred.
- Experience in IT services, MSP, SaaS, technology, or a similar industry will be preferred.
- Bachelor's degree in any relevant discipline.
- Excellent command of spoken and written English — Mandatory.
- Strong understanding of professional US customer communication and business etiquette.
- Excellent relationship-building and interpersonal skills.
- Strong problem-solving and escalation-management abilities.
- Ability to manage multiple customer accounts and priorities.
- Strong follow-up, coordination, and organizational skills.
- Comfortable working with CRM, ticketing, communication, and reporting platforms.
- Customer-focused mindset with strong ownership and accountability.
- Ability to identify customer needs and potential upselling opportunities.
- Willingness to work according to US business hours and assigned shifts — Mandatory.

Preferred Experience

Candidates with experience in any of the following will be preferred:

- US Customer Success
- US B2B Account Management
- Client Relationship Management
- Managed Service Providers (MSP)
- IT Services
- SaaS / Technology Companies
- Technical Account Management
- Customer Retention
- Customer Onboarding
- Renewals & Account Management
- Customer Support with Account Management Responsibilities

Key Performance Areas

The successful candidate will be measured on:





Customer Retention | Customer Satisfaction | Renewals | Account Health | Customer Response | Issue Follow-Up | Upselling & Cross-Selling | Customer Experience

Compensation & Incentives

Salary: ₹25,000 – ₹40,000/month + Performance-Based Incentives

Performance-based incentives may be linked to customer retention, renewals, customer satisfaction, account growth, upselling/cross-selling, and achievement of assigned customer success targets.

Mandatory Work RequirementsWork From Office

This is a Work From Office (WFO) position supporting US IT Services / US Client Operations.

Candidates must be willing and able to work from the office according to their assigned shift.

Shift Flexibility

Candidates must be comfortable working in any of the following shifts:

- 5:00 PM – 12:00 AM
- 5:00 PM – 2:00 AM
- 7:00 PM – 4:00 AM
- 9:00 PM – 6:00 AM
- 12:00 AM – 9:00 AM
- 3:00 AM – 12:00 PM

Flexibility to work the assigned shift is mandatory.

Working Setting

- Location: CXO Suites, IT Park, Panchkula
- Work Mode: Work From Office
- Process: US IT Services / US Client Operations
- Experience: 2–5 Years
- Salary: ₹25,000 – ₹40,000/month + Performance-Based Incentives
- English Fluency: Mandatory
- US Customer Experience: Preferred
- B2B Account Management Experience: Preferred
- IT / MSP Experience: Preferred
- Shift Flexibility: Mandatory

Opportunity to work closely with customers, sales, technical support, dispatch, and operations teams and contribute directly to customer retention and growth within a US-focused IT services business.

Why Join Ace Web Solutions?

Join a growing technology services organization supporting customers and businesses across the United States. This role offers the opportunity to build strong US customer success and account management experience, work directly with American customers, develop long-term client relationships, earn performance-based incentives, and contribute directly to customer retention and business growth.

Apply now if you have strong customer relationship skills, excellent English communication, US-facing experience, and the ability to build and maintain long-term customer relationships.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Food provided
- Paid sick time
- Paid time off
- Work from home

Work Location: In person

📌 Customer Success Executive (India)
🏢 Ace Web Solutions
📍 India