Customer Success & Lifecycle Executive

About the Role

The Customer Success & Lifecycle Executive will maintain customer relationships from onboarding and activation through the complete tenure of the customer’s programme. The role involves proactive communication, payment and auction support, issue coordination, customer education, grievance tracking and retention. The executive will serve as an accessible and trusted point of contact while ensuring that every interaction is recorded properly.

Key Responsibilities

• Welcome newly approved customers and explain the next stages of their journey.
• Help customers complete pending onboarding, KYC, nominee, agreement and first-payment requirements.
• Maintain regular communication throughout the programme tenure.
• Send or coordinate monthly instalment reminders and payment notifications.
• Assist customers with failed, pending or incorrectly reflected payments.
• Communicate auction schedules, results and relevant programme updates.
• Coordinate customer questions with the respective chit fund company.
• Support cancellation, refund and reversal requests according to approved policies.
• Log every customer interaction, request, complaint and next action in the CRM.
• Track unresolved cases and ensure timely follow-up and escalation.
• Explain platform processes and financial information clearly and responsibly.
• Conduct periodic customer check-ins and collect feedback.
• Identify customers requiring additional assistance before issues become complaints.
• Support retention, referral and future programme-engagement initiatives.
• Protect customer data and comply with privacy and communication requirements.
• Coordinate with acquisition, partner-success, technology and reconciliation teams.

Candidate Profile

• Graduate in any discipline.
• Approximately one to four years of experience in customer success, relationship management, financial services, customer support or operations.
• Strong Malayalam and English communication skills.
• Patient, empathetic and confident in handling customer concerns.
• Able to explain financial and operational processes in simple language.
• Strong follow-up, documentation and problem-solving skills.
• Comfortable using CRM, ticketing, calling and spreadsheet systems.
• Experience in fintech, banking, insurance, investments, chit funds or subscription businesses will be valuable.
• Able to manage sensitive complaints professionally.
• Willing to take ownership of cases until proper closure.

Key Performance Indicators

• Customer onboarding and first-payment completion
• Response and resolution turnaround time
• Customer satisfaction
• Monthly payment-success rate
• Number and age of unresolved cases
• Complaint and escalation levels
• CRM record accuracy
• Refund and cancellation coordination time
• Customer retention and referral contribution
• Compliance with communication and service standards