Customer Success Executive

FreJun is looking for a proactive, customer-focused, and solution-oriented Customer Success Executive to manage customer relationships, drive product adoption, support onboarding, resolve customer queries, and contribute to customer retention.

The ideal candidate should be comfortable working directly with customers, understanding their business requirements, explaining SaaS products, troubleshooting issues, and coordinating with internal teams. This role offers exposure to SaaS, Cloud Telephony, VoIP, CRM integrations, and AI-powered communication solutions.

Key Responsibilities

1. Customer Onboarding & Account Management

- Manage the end-to-end onboarding process for new customers.
- Understand customer requirements, business workflows, and use cases.
- Guide customers through FreJun's platform setup and configuration.
- Act as the primary point of contact for assigned customer accounts.
- Build and maintain strong, long-term customer relationships.
- Conduct product walkthroughs and training sessions.
- Track customer requirements, activities, onboarding progress, and account status.
- Ensure customers have a smooth transition from onboarding to regular product usage.

1. Product Adoption & Customer Success

- Help customers understand and effectively use FreJun's platform and features.
- Drive adoption of features such as virtual numbers, call routing, IVR, auto-dialer, click-to-call, call recording, call logs, call analytics, and AI-powered call insights.
- Understand customer use cases and recommend relevant product features.
- Monitor customer usage and engagement.
- Identify customers who require additional product guidance or support.
- Conduct regular customer check-ins and follow-ups.
- Create and track customer adoption milestones where required.
- Proactively identify opportunities to improve customer experience and product usage.

1. Customer Support & Issue Resolution

- Handle customer queries through calls, emails, chat, and other communication channels.
- Understand customer issues and provide appropriate solutions or guidance.
- Troubleshoot common product and configuration issues.
- Assist customers with calling workflows, number configuration, routing, and CRM-related issues.
- Coordinate with Product, Engineering, and Support teams for technical issues.
- Clearly communicate issue status and expected resolution timelines to customers.
- Follow up on escalated issues until resolution.
- Maintain proper documentation of customer issues and resolutions.

1. Customer Retention & Account Health

- Monitor customer engagement, product usage, and overall account health.
- Identify potential churn risks and proactively engage with at-risk customers.
- Understand customer concerns and work toward resolving them before they lead to churn.
- Conduct regular account reviews and customer follow-ups.




- Support renewal and retention activities.
- Identify relevant upsell and cross-sell opportunities.
- Coordinate with the Sales team whenever account expansion opportunities are identified.
- Maintain strong relationships with customers throughout their lifecycle.

1. Product Updates & Customer Communication

- Communicate relevant product updates, new features, and improvements to customers.
- Conduct product walkthroughs or training sessions for major feature releases.
- Explain technical or product changes in a simple and customer-friendly manner.
- Help customers understand how new features can improve their business workflows.
- Collect customer feedback after product updates.
- Ensure customers remain informed about relevant product changes.

1. Customer Feedback & Product Improvement

- Collect customer feedback, feature requests, and product suggestions.
- Document recurring customer problems and requirements.
- Share actionable customer insights with Product and Engineering teams.
- Identify recurring customer pain points and suggest improvements.
- Track common issues and help identify opportunities for process improvement.
- Contribute to customer-facing FAQs, product guides, and support documentation.

1. CRM & Customer Data Management

- Maintain accurate customer information and activity records in CRM systems.
- Update customer interactions, follow-ups, issues, requirements, and account status.
- Track onboarding progress, product adoption, support requests, and renewal activities.
- Maintain proper documentation of customer conversations.
- Ensure customer data remains accurate, complete, and up to date.
- Follow established CRM and customer management processes.

Required Qualifications

Experience

- 1–3 years of experience in Customer Success, Customer Support, Account Management, Inside Sales, Business Development, or another client-facing role.
- Experience working directly with customers or business clients.
- Experience handling customer queries, follow-ups, and relationship management.

Customer Success Skills
- Robust customer-handling and relationship-management skills.
- Strong verbal and written communication skills in English.
- Good listening and problem-solving abilities.
- Ability to understand customer requirements and provide suitable solutions.
- Ability to handle customer concerns professionally.
- Strong ownership and accountability.

Technical & SaaS Skills




- Basic understanding of SaaS and cloud-based products.
- Familiarity with CRM platforms such as HubSpot, Salesforce, Zoho CRM, or similar tools.
- Comfortable working with Google Sheets and Microsoft Excel.
- Basic understanding of software integrations is preferred.
- Basic knowledge of APIs, webhooks, or data synchronization is an advantage.
- Ability to understand and explain technical concepts in a simple manner.

Preferred Qualifications
- Experience working in a SaaS company.
- Experience with Customer Success or Account Management.
- Familiarity with helpdesk tools such as Freshdesk, Zendesk, or Intercom.
- Experience with CRM platforms such as HubSpot, Salesforce, or Zoho.
- Experience conducting product demos, onboarding sessions, or customer training.
- Experience handling SMB or mid-market customers.
- Experience working with international customers is a plus.
- Knowledge of VoIP, Cloud Telephony, CPaaS, or business communication platforms is a plus.
- Understanding of CRM integrations and SaaS workflows is an advantage.

Professional Attributes
- Customer-first mindset.
- Proactive and solution-oriented approach.
- Robust communication and interpersonal skills.
- High ownership and accountability.
- Strong attention to detail.
- Good organizational and time-management skills.
- Ability to manage multiple customer accounts and priorities.
- Ability to work independently in a remote environment.
- Willingness to learn new products, tools, and technologies.
- Comfortable working in a fast-paced startup environment.
- Ability to collaborate effectively with Sales, Product, Engineering, and Support teams.

Key Performance Indicators (KPIs) Success in this role will be measured through:
- Customer retention and churn rate.
- Customer onboarding completion and time-to-value.
- Product adoption and usage.
- Customer satisfaction and account health.
- Customer issue resolution time.
- Support SLA adherence.
- Customer engagement and follow-up quality.
- Renewal and expansion opportunities.
- CRM data accuracy and documentation quality.
- Customer feedback and product improvement contributions.

Role Details

Position: Customer Success Executive

Employment Type: Full-Time

Department: Customer Success

Location: Remote

Experience: 1–3 Years

CTC: ₹3.6 LPA

Ideal Candidate The ideal candidate is proactive, customer-focused, organized, and comfortable communicating with customers regularly. They should enjoy solving customer problems, understanding business requirements, learning new technologies, and helping customers get maximum value from a product.

Prior Cloud Telephony or SaaS experience is preferred but not mandatory. Candidates with strong communication skills, customer-handling abilities, problem-solving skills, ownership, and a willingness to learn are encouraged to apply.

📌 Customer Success Executive (India)
🏢 FreJun
📍 India