ABOUT THE ROLE
We are looking for a Customer Support Executive to support our US-based SaaS clients, handling both day-to-day product support and account-level sales conversations such as renewals and upsells. This is a hybrid support-and-sales role — the candidate will be the primary point of contact for US customers using our SaaS platform, resolving product issues while also identifying opportunities to grow and retain the account. Prior hands-on experience supporting a SaaS/subscription-based product for US customers, combined with exposure to sales or account management, is essential for this role.

KEY RESPONSIBILITIES
• Serve as the primary support contact for US-based customers on our SaaS platform, via calls, email, and chat, aligned with US business hours.
• Troubleshoot and resolve product/platform issues, account and billing queries, and usage questions raised by customers.
• Proactively monitor account health and usage, identify at-risk accounts, and run outreach/save plays to reduce churn.
• Identify renewal, upsell,



and cross-sell opportunities during support interactions and drive them to closure.
• Proactively reach out to existing accounts to review usage, address concerns, and reduce churn risk.
• Support and, where required, lead contract renewal and upgrade conversations with US clients.
• Log and maintain accurate records of customer interactions, issues, and opportunities in the CRM/ticketing system.
• Coordinate with product and engineering teams to escalate and resolve complex technical issues.
• Conduct product demos and walkthroughs for existing customers as needed.
• Meet defined support SLAs as well as retention and renewal targets.

REQUIRED QUALIFICATIONS:
• 4+ years of experience must have in SaaS customer support — hands-on experience supporting a SaaS-based product is mandatory.
• Must have experience in both customer support and sales/account management (renewals, upsells, or client relationship management) — hybrid support-and-sal

📌 Customer Support – SaaS (Ahmedabad)
🏢 isummation technologies
📍 Ahmedabad