Customer Success Executive – 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.

·         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.

·         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.

·         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.

·         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.

·         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.

·         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.