Role Overview
The Customer Success Executive is responsible for ensuring customers achieve measurable business value from our IT and Microsoft cloud solutions. This role acts as the primary post-sales relationship owner—driving adoption, renewals, upsell opportunities, and long-term customer satisfaction.
You’ll work closely with Sales, Delivery, Support, and Technical Consultants to ensure customers fully leverage Microsoft 365, Azure, Security, and SaaS solutions.
Key Responsibilities
Customer Onboarding & Adoption
• Own customer onboarding for Microsoft 365, Azure, Security, Power Platform, and SaaS solutions
• Ensure smooth handover from Sales to Delivery and Support teams
• Guide customers on best practices, usage, and adoption roadmaps
• Track onboarding milestones and customer success metrics
Relationship Management
• Serve as the main point of contact for assigned accounts
• Build trusted relationships with IT managers, decision-makers, and business stakeholders
• Conduct regular check-ins, quarterly business reviews (QBRs), and success reviews
• Understand customer goals and align solutions to business outcomes
Customer Retention & Growth
• Monitor customer health, usage, and satisfaction indicators
• Proactively identify risks and coordinate mitigation plans
• Drive renewals for subscriptions, managed services, and support contracts
• Identify upsell and cross-sell opportunities (e.g., M365 E5, Security, Copilot, Azure services)
Issue & Escalation Management
• Act as customer advocate internally
• Coordinate with Support and Technical teams to resolve issues
• Manage escalations and ensure timely communication with customers
• Ensure SLAs and service commitments are met
Reporting & Administration
• Maintain accurate customer records in CRM
• Track renewals, contract terms, and service entitlements
• Prepare customer reports, success metrics, and management summaries
Required Skills & Qualifications
Experience
• 1–3 years (Junior) / 3–6 years (Senior) in Customer Success, Account Management, or IT Services
• Experience with SaaS, cloud services, or IT managed services preferred
• Exposure to Microsoft ecosystem (Microsoft 365, Azure, Security, Power Platform) is a strong advantage
Skills
• Strong communication and stakeholder management skills
• Customer-centric mindset with problem-solving abilities
• Ability to translate technical solutions into business value
• Organized, detail-oriented, and comfortable managing multiple accounts
• Basic understanding of IT concepts (cloud, cybersecurity, SaaS licensing)
Tools & Knowledge (Nice to Have)
• CRM tools (Dynamics, Salesforce, HubSpot, etc.)
• Microsoft 365 admin basics
• Subscription and license management
• ITIL or Customer Success frameworks
Key Performance Indicators (KPIs)
• Customer retention and renewal rate
• Customer satisfaction (CSAT / NPS)
• Product/service adoption rate
• Upsell and expansion revenue contribution
• Onboarding and issue resolution timelines
Career Progression
• Customer Success Executive → Senior CSE
• Customer Success Manager
• Account Manager / Strategic Account Lead
