Customer Success Executive
Company: SoftMaji InfoTech Private Limited
Location: Lucknow, Uttar Pradesh
Job Type: Full-Time
Work Mode: On-Site
Department: Customer Success
Experience: 0 to 3 Years
Salary: ₹20,000 to ₹40,000 per month + Performance Incentives
Openings: 4
About SoftMaji InfoTech
SoftMaji InfoTech Private Limited is an IT company based in Lucknow, Uttar Pradesh.
We work on web development, software development, mobile applications, digital marketing and SaaS products.
Our SaaS products are designed to help businesses, schools, institutions and other organizations manage their daily operations through online software.
We are looking for a Customer Success Executive who can work closely with our customers after they join our SaaS products.
The goal of this role is simple:
Help customers successfully use our products and make sure they get real value from them.
This is a customer-facing role involving regular communication, product guidance, onboarding, follow-ups, issue coordination, customer feedback and retention.
About the Role
Customer Success starts after a customer decides to use our product.
Your responsibility will be to make the customer's journey smooth from the beginning.
You will help customers understand the product, guide them through important features, answer basic product questions, coordinate with the technical and support teams when necessary and regularly check whether they are getting the expected value from the software.
You will not be expected to write code.
However, you should be comfortable using software products and willing to learn our products in detail.
You should be able to explain software clearly to someone who may not have a technical background.
What Does Customer Success Mean?
Customer Success means helping customers achieve what they purchased the software for.
For example, if a customer purchases a school management SaaS product, your responsibility is not simply to tell them that their account has been created.
You should help them understand:
How to get started
Which features they should use
How to complete important setup steps
Where to find important functions
How to use the system properly
Where to get help when they face an issue
You should also identify when a customer is having difficulty and make sure the right internal team is involved.
Your Main Responsibilities
1. Customer Onboarding
You will help new customers get started with our SaaS products.
This may include:
Welcoming new customers.
Explaining the basic product workflow.
Helping customers understand their account.
Explaining important features.
Guiding customers through initial setup.
Helping customers understand where to find important settings.
Coordinating required information or documents.
Scheduling onboarding calls or meetings.
Checking whether the customer has successfully started using the product.
The objective is to make sure a new customer does not purchase the software and then struggle to understand what to do next.
2. Product Training
You may provide basic product training to customers.
Training can happen through:
Phone calls
Online meetings
Screen sharing
Video calls
Written instructions
Product documentation
You should explain features in simple language.
You should adjust your explanation based on the customer's level of technical knowledge.
A customer should not need to understand programming to use our SaaS products.
3. Regular Customer Communication
You will maintain regular communication with assigned customers.
This may include:
Checking whether they are using the product properly.
Asking whether they need assistance.
Following up on pending issues.
Explaining new features.
Checking their onboarding progress.
Understanding their changing requirements.
Collecting feedback.
Not every customer needs daily communication.
The frequency of communication should depend on the customer's situation and business requirements.
4. Customer Adoption
A customer may purchase a product but use only a…