A CUSTOMER SUCCESS EXECUTIVE-

- Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.

- Ensures all customers are successfully using the product or service they- ve purchased from the company.

- Is often the first port of call for customers and is available to answer any in-bound questions.

TYPICAL RESPONSIBILITIES:

- Provide technical support and ad-hoc training to customers who use the company's product, replying to inbound queries.

- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.

- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

PUTTING THIS ROLE INTO PERSPECTIVE-

EXAMPLE: A software company sells their SaaS (software as a service) product to other businesses. The company employs a Customer Success team, comprising Customer Success Execs and a Customer Success Manager, to maintain contact with their business customers.

Customer Success Execs have a direct effect on the bottom line of the company by ensuring all customers are making the most of the software and providing solutions to any problems they encounter. They reach out with news of software upgrades and new product features, providing any necessary training with the primary aim to optimize all customers- experience of the software, therefore increasing overall customer retention and minimizing costs for the business.

CORE SKILLS AND EXPERIENCE:

- Thorough knowledge of (or eagerness to learn about) the company's products and their capabilities.

- Technical aptitude and the ability to understand and explain complex concepts in simple terms.

- Great interpersonal and relationship-building skills.

- Customer service experience and a customer-centric attitude.

- Knowledge of other regional languages is helpful if the company works within the country.

- Some B2B sales experience is often beneficial if the role involves upselling.

CAREER PATH:

- Customer Success is a really exciting business area which is still evolving so it's difficult to define a - typical- career path. However, most businesses with a Customer Success team will employ a Customer Success Manager and potentially a Head of Customer Success. This means there is potential to progress into these positions as you gain experience and become ready to take on more responsibility.

- In terms of starting out in this role, Customer Success Execs can come from all sorts of backgrounds. The most important thing is that they- re able to develop really strong, lasting relationships. This could be demonstrated through experience in various areas including Sales or Account Management but Customer Success is also a great option for engaged graduates with lots of extra-curricular experience.

ABOUT GROWW:

Groww is an India-based Y Combinator backed online investment platform. Headquartered in Bengaluru, Groww allows investors to open an account electronically and transact in mutual funds online. As of June 2018, Groww had partnered with 34 mutual fund houses and around 5000 mutual funds were available on the platform.

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