Customer Success Executive
Hiring a Customer Success Executive to own customer outcomes for the TinTorch suite, run real-world quality checks and connect our applications with the people who use them.
A Customer Success Executive is the check and balance between what our software promises and what customers actually experience. Features can pass every test in the build pipeline and still fail the person using them at nine on a Monday morning. This role exists to catch that gap and close it.
You will sit between customers and the product team, use our applications the way real users do, hold the quality bar at a premium level, and make sure the people paying for TinTorch get the outcome they signed up for rather than a login and a manual.
What you will do
- Own the customer relationship after the sale: onboarding, adoption, review cadence and renewal readiness.
- Use the product the way customers do, on their workflows and their data, and report where reality diverges from the intended experience.
- Run structured quality checks on releases from a customer point of view before they reach the people who pay for them.
- Translate customer language into product language: turn complaints, workarounds and confusion into specific, actionable issues.
- Track adoption and health signals, then intervene early when an account starts drifting.
- Build onboarding material, walkthroughs and documentation that reflect how the product is genuinely used.
- Run quarterly business reviews that show customers the value they are getting, with evidence.
- Own escalations end to end, coordinating support, engineering and delivery until the customer says it is resolved.
- Gather feedback systematically and advocate for it in roadmap discussions.
- Spot expansion opportunities where a customer would genuinely benefit from more of the suite.
What we are looking for
- Two or more years in customer success, account management, service delivery or a comparable customer-facing role in software.
- Genuine product curiosity: you will be expected to know our applications better than most customers do.
- A quality instinct. You notice the thing that is technically working but practically annoying.
- Clear communication with both non-technical users and engineers, and the patience to translate between them.
- Structured thinking about data: adoption metrics, health scores, ticket patterns.
- Calm ownership during escalations, including the ones that are not your fault.
- Comfort with CRM and support tooling and with keeping records that other people can rely on.
Nice to have
- Experience with CRM, HRMS or other business application categories.
- Background in quality assurance, user research or technical support.
- Experience running onboarding programmes at scale.
Location and working style
Mumbai or remote. Some customer meetings happen on site, so occasional travel is part of the job.
How to apply
Send your resume with a short note about a time you pushed back internally on behalf of a customer, and what changed because of it.
Queries raised before signature
Everything worth knowing about Customer Success Executive.
01What does a Customer Success Executive do at TinTorch?
You own the customer relationship after the sale and act as the quality check between the product and the people using it, making sure customers get a premium result rather than just access to software.
02How is this different from a support role?
Support responds to problems that customers report. This role works ahead of that, finding the gaps before customers hit them and driving adoption, quality and long-term value.
03Is this a technical role?
Not a coding role, but you need real product depth. You should be able to reproduce an issue, describe it precisely and hold a sensible conversation with engineers about it.
04What experience do I need?
Around two years in customer success, account management, service delivery or a similar customer-facing software role.
05Which products will I work with?
The TinTorch suite of e10 products, including CRM, HRMS and related business applications.
06Do I test releases?
Yes, from a customer perspective. You check whether a release actually works for real workflows, which is different from checking whether it passes automated tests.
07How is success measured in this role?
Customer retention and renewals, adoption depth, health scores, escalation resolution and the quality of the feedback you bring back into product.
08Is the role remote?
Mumbai based or remote both work. Expect occasional travel for on-site customer meetings.
09How many accounts will I handle?
A portfolio sized so you can go deep rather than skim. The exact number depends on account complexity.
10Will I influence the product roadmap?
Yes. Carrying evidence-backed customer insight into roadmap discussions is a core part of the job, not a side activity.
11What does the interview process look like?
An introductory call, a product and customer scenario exercise, a conversation with the customer success lead, and a final discussion.
12What is the salary for this position?
Industry standard fixed compensation based on your experience, with performance-linked components tied to retention and customer outcomes.
Sign off and we start
Tell us what you are trying to build. You will hear back from an engineer, not a sales desk.
- For
- e10 Infotech Private Limited
- Office
- Mumbai, Maharashtra
- Established
- 2011
- Direct line
- +91 86574 40720