This is a remote position. After applying, Level 1 assessment will be sent via [email protected]. The process is fully automated—no manual follow-ups. Candidates are expected to take ownership. Role Overview We are looking for a Customer Success Executive with Technical Expertise who can operate at the intersection of customer experience, data, and technology. This role is customer-facing but goes beyond traditional support—you will diagnose issues, interpret data, leverage AI tools, and enable customers to extract maximum value from the product. If you can speak to customers and understand what’s happening behind the system, you’ll fit. Key Responsibilities Customer Success & Engagement • Act as the primary point of contact for assigned customers • Drive onboarding, adoption, and retention strategies • Understand customer goals and align product usage accordingly • Deliver proactive support, not reactive ticket handling Technical Problem Solving • Troubleshoot product issues using SQL queries, logs, and system diagnostics • Understand data structures, tables, APIs, and workflows • Work closely with Product & Engineering teams to resolve escalations • Translate technical issues into customer-friendly communication Data & Insights • Use Power BI / dashboards to track customer health and usage patterns • Generate insights to improve CSAT, retention, and product adoption • Build basic reports for internal and customer stakeholders AI Enablement in Customer Success • Leverage and deploy AI tools / AI agents to improve support efficiency • Use tools like ChatGPT / LLMs to enhance workflows and response quality • Identify automation opportunities across customer journeys Process & Optimization • Continuously improve support workflows and CX processes • Contribute to knowledge base, SOPs, and playbooks • Ensure SLA adherence and operational efficiency Good to Have • Exposure to Python or basic scripting • Experience in AI agent deployment / chatbot workflows • Knowledge of CRM tools (Zoho, Salesforce, HubSpot) • Prior experience in B2B SaaS or tech-enabled services Requirements Education Graduate in any discipline (Technical background preferred) Work Mode Onsite / Hybrid Location: Multiple What This Role Is NOT • Not a ticket-closing support role • Not a purely technical engineering role • Not a passive customer handling job This is a high-ownership, hybrid execution role where you are expected to understand the customer, the system, and the data—end-to-end. Selection Process Phase 1: CX25WW Screening Phase 2: Hiring HR Interviews Post-screening: Mandatory Group Discussion (role expectations + interview readiness) Mandatory Requirement: Video Resume submission is compulsory (guidance will be provided) Documents Required (Mandatory for Onboarding) Educational Documents: Original marksheets & certificates Identity & Address Proof: Government-issued ID + current address proof For International Roles: Valid passport required. If unavailable, must be obtained within 90 days of joining Work Environment & Expectations Must be comfortable working in a 24x7 shift environment Open to handling global customer interactions Willingness to travel within India and overseas (role-specific) Benefits Compensation & Benefits Salary: No role below ₹4,28,000 CTC Performance-linked incentives (based on role/interview) PF / ESIC as per Indian labor laws Important Note: Shift allocation, process (Domestic/International), and benefits may vary depending on the hiring company. Final details will be shared during the HR discussion.