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.