The Customer Success Executive is responsible for supporting and strengthening customer relationships throughout the customer lifecycle. This role focuses on customer onboarding, engagement, and retention, while also supporting reengagement initiatives for inactive or dormant accounts through structured outreach and relationshipbuilding activities.
The role involves working closely with internal teams, customers, and partners to ensure clarity of the customer journey, deliver business value, and support longterm customer success.
Key Responsibilities
Customer Support & Success
- Manage a portfolio of customers and act as a key point of contact for daytoday support and engagement
- Support customer onboarding and ensure a smooth transition into active engagement
- Conduct regular followups and checkins to understand customer needs, goals, and challenges
- Address customer enquiries and coordinate with internal teams to resolve issues promptly
- Ensure customers receive ongoing value from products and services
- Maintain accurate records of customer interactions and updates in the CRM system
Account Engagement & Reactivation
- Support reengagement of inactive or dormant accounts through appropriate outreach methods, including calls, messaging, emails, and facetoface meetings where applicable
- Reestablish contact with past customers or leads in a professional and consultative manner
- Identify reasons for inactivity and assess potential opportunities to reengage
- Share relevant updates, solutions, or support aligned with customer needs
- Gradually warm accounts and escalate qualified opportunities to the relevant teams when required
Customer Journey, Partner Engagement & Value Education
- Support customers and partners in understanding the endtoend customer journey and onboarding process
- Assist in partner engagement initiatives, including meetings or walkthroughs, where applicable
- Educate customers and partners on available solutions by clearly communicating business value and use cases
- Act as a coordination point between customers, partners, and internal stakeholders to ensure alignment
Growth & Development
- Identify opportunities to deepen customer engagement and relationship quality over time
- Introduce additional products or services when appropriate and aligned with customer needs
- Develop capability in handling common customer questions and basic objections
- Continuously improve communication, outreach, and customer management skills
Collaboration & Reporting
- Work closely with Sales, Marketing, and Operations teams to support customer and partner initiatives
- Maintain accurate customer records, engagement notes, and activity logs
- Share customer feedback and insights to support continuous improvement
- Support reporting on customer engagement, reactivation efforts, and outreach activities
Requirements
- Diploma or Degree in any discipline (Business, Communications, or related fields preferred)
- Candidates with 0-3+ years of experience in Customer Success, Sales, or Customer Support are welcome
- Comfortable communicating with customers via phone, messaging, and email
- Willingness to reach out to inactive or cold accounts with guidance and support
- Good communication and interpersonal skills
- Organized and able to manage multiple customer interactions
- CRM experience is a plus but not required (training provided)
