Customer Success Specialist

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.

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