Customer Success Executive – Onboarding & Implementation

Key Responsibilities Customer Onboarding & Implementation · Manage customer onboarding activities from installation to successful go-live. · Prepare and maintain onboarding plans, milestones, timelines, and checklists. · Conduct customer onboarding and implementation calls. · Guide customers through configuration, setup, integration, testing, and activation. · Follow up with customers to ensure completion of required onboarding activities. · Drive customers toward their first successful transaction. Internal Coordination · Coordinate with Business Analysts, Development, QA, Product, and Support teams for customer implementations. · Track configuration, data mapping, testing, integrations, dependencies, and pending activities. · Follow up with internal teams to ensure timely resolution of customer requirements and issues. · Maintain clear records of customer action items and implementation status. Customer Communication · Act as a key point of contact for customers during the onboarding process. · Provide regular updates regarding implementation progress, pending activities, delays, and technical issues. · Maintain professional and proactive communication with customers. · Understand customer requirements and ensure they are communicated accurately to internal teams. Issue & Escalation Handling · Identify onboarding blockers and potential delays at an early stage. · Coordinate with relevant internal teams to resolve implementation issues. · Handle routine customer escalations during onboarding. · Ensure timely follow-up until customer issues are resolved. Process Improvement · Identify recurring onboarding challenges and implementation bottlenecks. · Suggest improvements to onboarding processes, checklists, and documentation. · Share customer feedback and recurring issues with relevant internal teams. · Contribute to improving onboarding efficiency and customer satisfaction. Requirements Required Skills & Qualifications · 2–4 years of experience in Customer Success, Customer Onboarding, Implementation, SaaS, or a similar customer-facing role. · Excellent verbal and written communication skills. · Strong customer-handling and relationship-management skills. · Experience managing multiple customer onboarding activities simultaneously. · Strong coordination, follow-up, and organizational skills. · Ability to work with mid-market and enterprise customers. · Basic understanding of SaaS products, integrations, APIs, configurations, or technical workflows. · Strong problem-solving and escalation-handling abilities. · Ability to manage multiple priorities and meet implementation timelines. · Comfortable working with cross-functional teams. · Good documentation and reporting skills. Good to Have · Experience with SaaS, eCommerce, ERP, CRM, API integrations, or automation platforms. · Exposure to tools such as Jira, ClickUp, Zoho, or similar platforms. · Experience working with international customers. · Consultative selling or soft-sales experience.