Digital Customer Success Specialist

Overview

The Digital Customer Success Specialist supports a broad customer portfolio through data-informed insights, digital engagement and repeatable Customer Success programmes. The role focuses on adoption, value realisation, customer health and renewal readiness.

What you'll do

• Analyse customer information to identify adoption opportunities, health concerns and churn risks.
• Translate Customer Success practices into structured digital programmes.
• Use customer data and system signals to support targeted outreach, enablement, campaigns and webinars.
• Support community resources, self-service engagement and Voice of Customer activities.
• Create reporting with Salesforce, Excel, Power BI or comparable tools.
• Coordinate actions and resolve dependencies with cross-functional teams.
• Improve and standardise Digital Customer Success processes and documentation.

What you'll need

• 2 to 4 years of experience in Customer Success, operations, analytics, customer marketing, community operations or a comparable role.
• Knowledge of adoption, value realisation, customer health, retention and renewal readiness.
• Proficiency in Excel.
• Experience with Salesforce, Power BI or comparable CRM and reporting tools.
• Strong written and verbal communication skills.
• Ability to work independently and manage changing priorities.
• Bachelor’s degree or equivalent relevant experience in a related field.

Nice to have

• Experience in B2B enterprise software.
• Exposure to Customer Success platforms, community platforms, Power Query, SQL, automation or customer-health models.

Details

• Location: Pune