Overview
Customer Executive Jobs in Gurugram, Haryana, India at OneMetric
Title: Customer Executive
Company: OneMetric
Location: Gurugram, Haryana, India
Senior Executive – Customer Success
We’re hiring a Senior Executive – Customer Success to own customer outcomes post-deal close. This role sits between Sales and Delivery and is accountable for customer satisfaction, delivery predictability, churn prevention, and long-term account growth.This is not a support role and not a project manager. It’s a relationship- and outcomes-driven role focused on ensuring customers succeed and grow over time.
Key Responsibilities
Customer Relationship Ownership
- Own day-to-day and long-term relationships with HubSpot customers
- Serve as the primary customer-facing contact post kick-off
- Build trust, predictability, and long-term engagement
- Manage a portfolio of 10–15 retainer-based customers
Churn Prevention & Account Health
- Monitor customer health, satisfaction, and early risk signals
- Own churn prevention and escalation management
- Track customer NPS and satisfaction metrics
- Step in early when delivery or expectation gaps emerge
Delivery Oversight (Non-Execution)
- Coordinate between customers and internal delivery teams
- Ensure scope, timelines, and expectations remain aligned
- Flag risks early and drive resolution
- Accountable for outcomes, not task or project execution
- Run recurring rituals (e.g. weekly sprint planning) to prioritise projects and tasks within the agreed scope and budget.
- Maintain timesheet visibility and basic resourcing awareness across your accounts — know what's burning, what's blocked, and what's coming.
Proposal & Estimate Governance
- Review and monitor estimates and proposals shared with customers
- Ensure proposals align with:
- customer expectations
- Delivery feasibility
- Commercial logic
- Collaborate with Sales to vet proposals before they go out
- Track and improve proposal-to-conversion ratios
Expansion & Upsell Enablement
- Identify expansion and upsell opportunities within existing customers
- Proactively introduce existing customers to OneMetric's broader service catalogue over time (e.g. CRM setup, tech integration, AI services) as you build understanding of what's available.
- Work closely with Sales to: Surface opportunities, Support positioning, Improve close rates
Decision-Making Expectations
- Make customer-facing decisions independently..
- Escalate risks before they become issues..
- Challenge unrealistic customer requests..
- Balance customer needs with delivery capacity..
- Represent the customer's interests internally while protecting business outcomes.
What We’re Looking For
Must-Haves
- 2–5 years of experience in a client-facing role (CSM, Customer Success, Account Management, or agency-side role), PMP certification.
- Strong understanding of agency delivery models and retainers
- Experience managing multiple long-term customer or client relationships
- Excellent communication, expectation-setting, and escalation skills
Nice-to-Haves
- Exposure to HubSpot, RevOps, or SaaS delivery environments
- Experience in white-labelled or customer-led models
- Commercial awareness around estimates, proposals, and margins
