Customer Success Executive

About the job

We are looking for a dynamic and driven Customer Success Associate to join our team. You’ll be at the forefront of managing our customer relationships across the Media funnel - resolving queries, addressing grievances, ensuring high customer satisfaction, and converting revenue opportunities.

What you'll do:

Customer Support & Query Resolution

Act as the first point of contact for all customer queries received via email, WhatsApp, social channels, or platform chat

Troubleshoot user issues, escalate when needed, and ensure timely resolution across different platforms

Maintain accurate records of customer interactions using CRM/ticketing tool

 Relationship Management

Build and maintain strong relationships with users by proactively following up post-resolution

Handle grievances with empathy and professionalism, turning negative experiences into positive ones

Manage refund/compensation/escalation protocols with internal coordination

 Customer Satisfaction & Retention

Monitor CSAT/NPS scores and identify patterns or areas of concern

Drive initiatives that increase customer delight and reduce churn

Share regular insights from customer feedback with product, marketing, and ops teams

 Revenue Opportunity Identification

Spot upsell and cross-sell opportunities during user conversations (e.g., Plus memberships, event passes, subscriptions) 

Pitch relevant offerings and convert warm leads into revenue

Collaborate with the sales and growth teams for handovers of high-potential leads

 Reporting & Insights

Track ticket volume, resolution time, repeat queries, and other support KPIs

Present weekly/monthly reports with actionable insights to internal stakeholders

Maintain and update the internal knowledge base/FAQs based on recurring questions

Qualifications & Skills

1–3 years of experience in a Customer Success/Support role

Strong communication skills (written + spoken)

Proven ability to de-escalate tense situations and handle complaints gracefully

Familiarity with CRM platforms like HubSpot, Intercom, Zendesk, or similar

Organised, punctual, and process-oriented

Previous experience in media, digital content, or SaaS startups is a plus

Understanding of subscription-based business models is a plus

Exposure to sales enablement or upselling practices

Knowledge of basic analytics (Google Sheets, dashboards)