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1 Position

Customer Success Executive

Start date to apply 02 st June, 2026

Last date to apply 05 th June, 2026

Shift timing – Night shift (6:00PM IST to 2:30AM IST)

Work Mode – Hybrid

Customer Success Executive

Role Details:

Designation Executive Customer Success Department Customer Success
Grade 5A/5B Sub Grade Intermediate Level
Role Customer Success Process Customer Success
Reporting to ATL/TL Department Head VP/Sr. VP

IJP Criteria:

  • A minimum of one year's continuous employment with the organization is mandatory.
  • Employee must have received "Met Expectation" & above rating in last appraisal.
  • Employees who have been promoted in the past year through an appraisal IJP are ineligible to reapply through IJP.
  • Employees may apply for roles that are one level higher than their current position for Vertical IJP.
  • Employees may apply for roles at the same level as their current position for Lateral IJP.
  • Employees must not be on a Corrective Action Plan (CAP) or have received any formal warnings from HR.
  • Employees must remain with the organization for at least one year after being promoted through the internal job posting (IJP) process.
  • A minimum tenure of 18 months in the new role is mandatory before employees can apply for any subsequent role change or IJP.
  • This internal job posting (IJP) is for Ahmedabad and Mumbai location, wherein employees can work on Hybrid work environment.
  • Employees who were rejected in a recent internal job posting (IJP) are ineligible to apply for new IJPs for six months following the month of their rejection.
  • Employees currently on notice period must withdraw their resignation if they wish to apply through the internal job posting (IJP) process.

Interview & Selection process:

  • Application Review: The HR team will verify all applications according to IJP criteria.
  • Round One: The recruitment team, along with the hiring manager and department head, will conduct interviews to evaluate candidates based on the assessment criteria.
  • Round Two: Global CHRO and the COO will review and approve the final fitment.

Desired Skills:

Must-Have:

  • 1 to 3 years of relevant experience with Bachelor's Degree in Accounting, or a related field.
  • 1+ years of experience in Customer Success, Account Management, or Client Services — preferably in an outsourced services, accounting, or financial services environment.
  • Demonstrated track record of engaging clients towards continued relationships.
  • Strong understanding of accounting and bookkeeping workflows (AP, AR, payroll, financial reporting).
  • Proficiency with CRM tools (Salesforce, or equivalent) — Must be able to manage pipeline, log activity, and generate reports without hand-holding.
  • Excellent communication skills — Speaking with CFOs, Controllers, and business owners. Clarity and professionalism are non-negotiable.
  • Strong organizational skills and the ability to manage 20–40 client accounts simultaneously without dropping the ball.

Good to Have:

  • Experience working in an outsourced accounting, BPO, or professional services firm.
  • Familiarity with accounting software such as QuickBooks, Xero, Sage, or NetSuite.
  • Prior experience owning or contributing to an PR and Customer Success function.
  • Experience building or refining SOPs for client-facing processes, collaborating on solutions and working through the sales support process in a team environment.

Job Description:

Ongoing Client Relationship Management:

  • Monitor account on client sentiment, case ticket volumes — and act before problems escalate.
  • Build relationships with key stakeholders at the client side (CFO, Controller, Operations Head) to embed the company deeper into their workflow.
  • Manage and resolve service issues by coordinating with internal teams, with clear communication to the client throughout.

Retention & Renewal:

  • Develop account-specific success plans that tie service delivery to the client's business objectives and growth trajectory.
  • Work with business development and sales governance leadership to support them on efforts towards renewal negotiations, retention efforts as applicable.
  • Deploy retention strategies to ensure all exits get due attention in collaboration with Operations, Sales & Leadership.

Voice of the Client:

  • Conduct Pulse Report (PR) capture process across all segments — run surveys, analyse results, and present findings to internal teams with actionable recommendations.
  • Translate client feedback, complaints, and usage patterns into structured input for the Operations and Technology teams.

Reporting & CRM Hygiene:

  • Maintain up-to-date records in the CRM — every client interaction, PR score, renewal status, and expansion opportunity logged within 48-72 hours.
  • Prepare and deliver monthly and quarterly reports on all segments, PR red flags, renewal pipeline, and at-risk accounts for leadership review.
  • Use data to prioritize time — know which accounts need attention and which are healthy.

Additional Details:

Qualification Graduate in Commerce / Postgraduate in Commerce
Language Proficiency (If Any) English, Hindi, Marathi.
Required Certifications (If Any) Any relevant certificate related to client communication
Computer Proficiency & specifications Sound Knowledge of MS Office, mainly MS Excel and MS Word
Behavioral Competencies (ASK Framework) Should be a cultural fit for Pacific Group of companies
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