Customer Success Executive at Klimb.io in India

1.** Customer Onboarding Strategy & Activation**

• Define trial objectives, success criteria, and onboarding plans for new customers
• Ensure customers reach “first value” and defined success milestones through structured execution
• Intervene at key stages to drive trial-to-paid conversion
• Customer Adoption & Success
• Own customer outcomes including product adoption, usage, and overall account health
• Identify risks proactively and drive actions to improve engagement and feature adoption
• Ensure customers achieve defined success milestones and realise product value
• 3. Customer Retention & Growth
• Own renewals and retention across assigned accounts
• Drive testimonials, referrals, and identify upsell/cross-sell opportunities
• Monitor and improve overall customer health and long-term engagement

4. Customer Feedback & Product Loop

• Act as escalation point for critical customer issues and ensure timely resolution
• Consolidate structured feedback and feature requests from customers
• Prioritise with Product and align on roadmap and updates
• Ensure meaningful closure of feedback loops with customers

5. Team Management & Capability Building

• Manage and mentor CS Executives, improving quality of execution over time
• Ensure adherence to onboarding, adoption, and support processes
• Drive regular 1:1s, reviews, and performance tracking for the CS team