Customer Success Executive

At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.

In 3 years, we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.

Know us a bit better through these links:

• Techcrunch SolarSquare article
• Elevation - Podcast with SolarSquare Founders
• Startup by IIT Grads Helps Indian Homes Run on Zero Electricity, Earns Rs 200 Crore in Revenues
• The Climate Conversations ft Solar Square
• Elevation Capital - SolarSquare

Role Overview

As a Customer Success Executive, you will play a key role in managing customer relationships and delivering a seamless post-sales experience. You'll support onboarding, foster product adoption, resolve customer concerns, and contribute to customer satisfaction and retention. Working closely with the Customer Success Manager and other internal teams, you will be the customer's go-to representative and voice within the company.

Key Responsibilities

• Assist in managing the end-to-end customer lifecycle including onboarding, support, adoption, and retention.
• Serve as the primary point of contact for customer queries, feedback, and issues-ensuring a consistent and high-quality experience.
• Collaborate with internal teams (product, sales, operations) to address customer challenges and improve satisfaction.
• Monitor and analyze customer health metrics, taking proactive steps to improve engagement and reduce churn.
• Work with the Customer Success Manager to improve Net Promoter Score (NPS) by championing customer feedback and improvements.
• Manage CRM platforms and maintain detailed records of customer interactions, feedback, and service actions.
• Support community building and customer growth by identifying upsell or cross-sell opportunities and sharing them with the sales team.
• Provide prompt and professional responses to customer support requests and coordinate resolutions with relevant departments.
• Create reports and maintain dashboards on customer satisfaction, retention, and service performance.

Key Requirements

• Education: Minimum graduate degree (MBA preferred).
• Experience: 1-3 years of experience in customer success, client servicing, or customer relationship management.
• Communication: Excellent verbal and written communication skills in English and Hindi.
• Analytical Thinking: Proficient in Google Sheets and MS Excel for tracking, reporting, and analysis.
• Customer-Centric Mindset: Strong ability to resolve conflicts and maintain long-term positive relationships.
• CRM Knowledge: Hands-on experience with CRM tools and customer service platforms.
• Team Collaboration: Ability to work cross-functionally with sales, product, and service teams to meet customer needs.
• Conflict Resolution: Skilled in de-escalating issues and turning customer challenges into opportunities.

Other Requirements

Strong problem-solving and decision-making skills.

Knowledge of digital customer engagement platforms is a plus.

High attention to detail and a proactive approach to improving customer experience.

Willingness to work in a dynamic, fast-paced, and customer-first environment.

What We Offer

• Competitive fixed salary with attractive performance-based incentives
• Best-in-class onboarding and sales training
• Opportunity to work in the booming clean energy sector
• Fast-track growth for high performers