Senior Customer Success Executive (Site-Based)

Key Responsibilities

1. Customer Relationship Management

Build and maintain strong relationships with JMB/MC committees and key stakeholders

Act as the main point of contact for assigned accounts

Conduct regular check-ins (physical site visits and virtual follow-ups)

Ensure customer satisfaction and long-term engagement



2. Customer Feedback & Experience

Proactively gather customer feedback, reviews, and testimonials

Identify pain points and coordinate with internal teams to improve service delivery

Monitor customer health and flag at-risk accounts early



3. Upselling & Cross-Selling

Identify opportunities to upsell and cross-sell: CCTV solutions, ELV systems, hardware, and software upgrades

Work closely with sales team to close deals

Achieve monthly or quarterly upsell targets



4. Customer Education & Marketing Support

Provide marketing materials and product updates to clients

Help customers maximize platform usage



5. Retention & Churn Management

Monitor and maintain low churn rate

Develop retention strategies for expiring contracts

Handle objections and renewal discussions



6. Referral Generation

Build referral pipelines from satisfied customers

Encourage introductions to new prospects

Support testimonials and case study collection



7. Site Visits & Account Coverage

Perform regular site visits

Ensure smooth system usage on-site

Provide basic troubleshooting and coordinate with technical team



KPIs

Customer retention rate

Upsell and cross-sell revenue

Number of referrals generated

Customer satisfaction score

Product adoption rate

Number of active accounts managed



Requirements

Own transport and willingness to travel

Strong communication and relationship-building skills

Sales-driven mindset

Problem-solving and proactive attitude

Experience in property management, SaaS, or B2B is a plus