Customer Success Executive

Complete Job Description | Customer onboarding & adoption

Customer Success & Growth Manager

Complete Job Description | B2B SaaS / HRTech

Company

GRD – an initiative of ABACUS Consultants

Location

Jaipur | Work from office

Experience

5–8 years preferred

Employment

Full-time, permanent

Reporting to

Founder / Business Head

Indicative Compensation

₹6–9 LPA, subject to selection and approval

About GRD

GRD (Getting Recruitments Done), developed by ABACUS Consultants, is a B2B SaaS platform that helps MSMEs and hiring teams build better recruitment habits through structured planning, ownership, next actions, hiring visibility, Health Checks and guided improvement programs. ABACUS brings over 20 years of recruitment experience.

Role purpose

Lead GRD’s complete customer journey: company-provided and newly developed leads → qualified conversations → Hiring Health Check → product demo → 30-day guided pilot → paid subscription → adoption, renewal, referrals and repeat business. This is a hands-on growth and customer success leadership role, not a conventional customer support position.

Key Responsibilities

Own customer acquisition-to-retention performance and establish a consistent operating process across the full funnel.
Manage company-provided MSME leads, develop additional opportunities through industry associations, referrals, partnerships and outreach; GRD provides an initial lead pipeline.
Supervise outsourced telecalling/lead-generation partners; track contact quality, qualification, appointments, follow-ups and handovers.
Oversee customer discovery, Hiring Health Checks, demonstrations, objections and conversion plans for qualified prospects.
Lead onboarding and 30-day guided improvement pilots; ensure customers adopt GRD and see measurable hiring-execution benefits.
Own pilot-to-paid conversion, subscription renewals, customer health, retention, account expansion and referrals.
Lead customer success executives; coordinate with sales, marketing and product/technical teams to resolve delivery blockers.
Maintain one customer account and one complete interaction history, with a clear owner, next action and due date at every stage.
Build weekly funnel and customer health reports; analyze drop-offs and introduce corrective actions; report to Founder / Business Head.

Success measures

Qualified meetings, Health Checks and demos from assigned and self-developed opportunities.
Pilot starts, pilot completion, pilot-to-paid conversion and recurring subscription revenue.
Activation, product adoption, customer satisfaction, retention, renewals and expansion/referrals.
Team/agency productivity, timely follow-ups, data quality and reduction in unattended customer actions.

Candidate profile

5–8 years in B2B SaaS customer success, B2B business development, account management, HRTech or business software.
Demonstrated experience across both customer acquisition and ongoing customer relationships; experience owning revenue targets desirable.
Ability to lead small teams and outsourced partners, engage MSME owners and HR decision-makers and manage CRM/pipeline metrics.
Strong communication, consultative selling, organization, follow-up discipline and practical problem-solving.
Any graduate; MBA/PGDM preferred, not mandatory.

What GRD Offers

Opportunity to build and lead an emerging customer success and growth function, working closely with the Founder.
Scope to design scalable processes, build a team and influence product and customer experience.
Performance-linked incentives linked to agreed business outcomes.

About GRD

GRD (Getting Recruitments Done), developed by ABACUS Consultants, is a B2B SaaS platform that helps MSMEs and hiring teams build better recruitment habits through structured planning, ownership, next actions, hiring visibility, Health Checks and guided improvement programs. ABACUS brings over 20 years of recruitment experience.

Role purpose

Execute the daily customer success journey under the Customer Success & Growth Manager. Convert qualified interest into Health Checks, demos and 30-day pilots; help customers activate GRD, complete follow-ups and progress toward successful paid use. This is an execution and relationship-management position, not responsibility for heading the overall function.

Key Responsibilities

Work on assigned leads and qualified handovers from internal teams and outsourced calling partners; contact customers promptly and record outcomes.
Arrange introductory calls, Hiring Health Checks and GRD product demos; prepare discussion notes and coordinate appointments.
Assist new customers with account setup, product orientation, user training and the structured 30-day guided pilot checklist.
Follow up with business owners/HR contacts on next actions, due dates, feature usage, incomplete tasks and upcoming milestones.
Maintain a single accurate customer account record with contacts, conversations, Health Check findings, demos, pilot actions and commercial status.
Track customer usage, concerns and support requests; coordinate with product/technical teams and escalate risks to the Manager.
Help prepare pilot outcome summaries, customer feedback, value demonstrations and paid subscription proposals under the Manager’s guidance.
Support customer retention, renewals, referrals and identification of cross-sell or expansion opportunities.
Prepare daily activity updates and weekly pipeline/customer progress reports; ensure no prospect or customer is left without a clear next action.

Success measures

Timely contact and follow-up completion; quality of CRM notes and next-action ownership.
Health Checks scheduled/completed, demo attendance and pilot onboarding completion.
Pilot engagement, customer activation, issue resolution and satisfaction.
Contribution to paid conversion, retention, renewals and account growth.

Candidate profile

2–4 years preferred in customer success, client servicing, B2B inside sales, account coordination, SaaS onboarding or CRM-based customer operations.
Comfortable speaking with business owners and HR teams, explaining software benefits and coordinating multiple stakeholders.
Confident using CRM, Excel/Google Sheets, online meeting tools and structured task/follow-up systems.
Excellent spoken and written communication, patient training approach and strong follow-through.
Any graduate; relevant SaaS/HRTech/recruitment exposure is an advantage.

What GRD Offers

Practical exposure to B2B SaaS, structured customer success, hiring improvement and guided pilot delivery.
Opportunity to learn and grow into a senior customer success / account growth role.
Performance-linked incentives subject to company policy.

Customer Success Growth Manager, Jaipur

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