Customer Success Executive

Call on this Number - 8130201553

About the Role We are looking for a Customer Success Executive to drive end-to-end engagement, onboarding, and support for our Assure App customers. This role focuses on ensuring a seamless user journey—from onboarding to the first successful transaction—while building long-term trust and driving adoption.

Key Responsibilities Customer Engagement & Onboarding

• Handle end-to-end VAM support queries with accuracy and empathy.
• Conduct outbound engagement for:
• OB Drop-off leads: Users who started onboarding but did not complete.
• Cart Drop-off leads: Users who added items to the cart but didn’t checkout.
• Onboarded but inactive users: Handhold until the first order is placed.
• Provide personalized onboarding assistance to ensure customers complete their first successful transaction and encourage repeat usage.
• Build customer trust through proactive follow-up and consultative guidance.

Customer Support & Success

• Own accountability and Resolve live customer queries related to app navigation, payment failures, pricing, or offers.
• Offer consultative guidance to ensure customers feel confident and clear while using the Assure App.
• Capture feedback and escalate insights to the Product and Operations teams for continuous improvement.
• Drive NPS (Net Promoter Score) improvement by delivering high-quality, empathetic customer experiences.

Operational & Relationship Management

• Address technical and operational questions from restaurant personnel via Calling and emails 
• Establish strong relationships with key decision-makers and end-users, ensuring trust and long-term engagement.
• Collaborate closely with Central Operations, Sales, and Product teams to ensure alignment and smooth execution.
• Requirements (Essential)1+ years of experience in customer-facing roles (Customer Success, VAM, Onboarding, or Support).
• Exposure to SaaS platforms; experience in food tech or restaurant industry preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to grasp technical concepts and explain them in simple terms.
• Strong analytical and troubleshooting skills.
• Proven ability to manage multiple onboarding projects simultaneously with strong organizational skills.

Education:

Bachelor's degree in Business Administration, Hospitality, or related field.