Customer Success Executive

Position Overview

The Customer Success Executive will be responsible for building strong relationships with clients,

ensuring their satisfaction, driving adoption of products/services, and supporting long-term retention

and growth. The role requires excellent communication, problem-solving, and coordination skills to

deliver a seamless customer experience.

Key Responsibilities

• Act as the primary point of contact for assigned customers, ensuring timely resolution of queries

• and issues.

• Drive product adoption and usage by understanding client requirements and providing

• guidance/training.

• Proactively monitor customer health and take steps to enhance customer engagement and

• satisfaction.

• Coordinate with internal teams (Support, Product, Operations, Payroll/HRMS etc.) to address

• customer needs and escalations.

• Track and manage customer lifecycle, including onboarding, engagement, renewal, and

• upselling opportunities.

• Maintain accurate records of client interactions and feedback to support business

• improvements.

• Share insights with Product/Operations teams to influence product roadmap and service

• enhancements.

• Support Quarterly Business Reviews (QBRs) and periodic check ins with key accounts.

• Ensure customers derive maximum value from the company’s offerings, helping them achieve

• their business goals.

Job requirements

• Strong communication and interpersonal skills.

• Customer-oriented mindset with problem-solving abilities.

• Ability to handle multiple accounts and prioritize effectively.

• Good understanding of SaaS / Payroll / HRMS.

• Analytical thinking and attention to detail.

• Proficiency in MS Office, CRM tools

Bachelor’s degree in Business Administration, HR, Commerce, or a related field.

• 0–3 years of experience in Customer Success / Client Service / Account Management.

• Freshers with strong communication skills and customer orientation may also be considered.

Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we

have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and

delighting their employees. Paybooks is a part of TransPerfect family of companies, the world’s largest

provider of language and technology solutions for global business with offices in more than 100 cities

worldwide.