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.