The Customer Success Executive will support customer adoption, engagement, and value realisation of the Flacon Dive SaaS platform. This is a hands-on, execution-focused role suited for a junior professional in a fast-paced environment. The role requires working closely with customers to track usage, understand behaviour, and improve adoption through regular interactions and data-driven insights. You will collaborate with delivery and product teams and act as a quality advocate, contributing to continuous improvement of both service delivery and the product. Core Objectives of the Role • Increase usage and adoption of the Flacon Dive platform. • Support customers in achieving measurable outcomes through the product • Use data and customer feedback to improve service quality and product experience • Build strong foundational skills in SaaS customer success and analytics Key Responsibilities 1. Customer Engagement & Support • Conduct regular customer connects (check-ins, follow-ups, adoption reviews) under guidance from senior team members. • Support customers during post-onboarding to ensure smooth usage of the platform. • Respond to customer queries related to usage, features, and basic troubleshooting. • Maintain accurate records of customer interactions, action items, and outcomes. 2. Product Adoption & Usage Tracking • Monitor customer usage data to track logins, feature usage, and engagement trends. • Identify early signs of low adoption or disengagement and escalate appropriately. • Assist in executing adoption initiatives such as walkthroughs, training sessions, and feature enablement. • Support the creation and maintenance of adoption play books, FAQs, and usage guides. 3. Data & Behavioural Analysis (Foundational Level) • Work with dashboards and reports to analyse basic customer behaviour and usage patterns. • Prepare simple reports and summaries for internal review and customer discussions. • Learn to translate data insights into clear observations and recommended next steps. • Support senior team members in cohort analysis and adoption studies. 4. Cross-Functional Collaboration • Coordinate with the Delivery Team to address customer issues, feedback, and enablement needs. • Share customer insights and recurring issues with the Product Team to support product improvements.Assist in validating new features through customer feedback and pilot participation. 5. Quality & Continuous Improvement • Act as a quality advocate by ensuring customer interactions meet defined service standards. • Capture customer feedback systematically and ensure it is logged and shared. • Participate in internal reviews focused on improving processes, documentation, and customer experience. • Support continuous improvement initiatives related to service delivery and product usability. Competency Framework 1. Customer Orientation • Demonstrates empathy and a genuine interest in customer success • Listens actively and follows through on commitments • Maintains professionalism in all customer interactions 2. Analytical Thinking (Foundational) • Comfortable working with data, numbers, and reports • Able to identify basic patterns and trends in usage data • Shows curiosity to understand “why” behind customer behaviour 3. Execution & Ownership • Takes responsibility for assigned customers and tasks • Follows processes consistently while adapting to organisational pace • Completes work with accuracy and attention to detail 4. Learning Agility • Quickly learns SaaS concepts, product features, and customer workflows • Open to feedback and continuous skill development • Demonstrates willingness to grow into higher-responsibility roles 5. Collaboration & Communication • Communicates clearly with customers and internal teams • Shares updates, risks, and learnings proactively • Works effectively in a cross-functional environment