Customer Success Executive (Onboarding)

Ovii's Interpretation of the Role

The Customer Success Executive (Onboarding) will own the end‑to‑end onboarding experience for new research‑agency customers, driving rapid time‑to‑value and smooth hand‑off to the ongoing CS team. Success is measured by how quickly customers achieve their first milestone and how few encounter onboarding friction.

Role Snapshot

• Own full onboarding lifecycle
• Design and run structured pilots
• Create and evolve onboarding playbooks
• Deliver training and product walkthroughs
• Collaborate cross‑functionally with Sales, Product, and Support
• Track and improve time‑to‑value metrics

Must-Have Requirements

• Customer Success
• Onboarding
• Implementation
• Project Management
• Written and verbal communication
• Technical SaaS product knowledge
• customer success
• onboarding
• implementation
• project management

Nice-to-Have Signals

• AI‑driven SaaS platform experience
• Market research workflow familiarity
• Pilot / proof‑of‑concept management
• Enterprise customer experience
• AI‑driven SaaS platforms
• market research operations
• pilot management
• enterprise customers

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement

What You'll Likely Work On

• Own the onboarding process from signed contract to live platform for each new customer
• Build, maintain, and iterate onboarding playbooks, timelines, and success criteria across segments
• Run kickoff calls, training sessions, and regular check‑ins to establish good product habits
• Design and execute structured pilots, define success metrics, and drive them to clear outcomes
• Collect pilot feedback and communicate insights to Product and Engineering
• Develop customer‑facing training materials, guides, and documentation tailored to research operations
• Identify knowledge gaps, create self‑serve resources, and run product walkthroughs that map capabilities to customer workflows
• Partner with Technical Product Support to resolve onboarding blockers and with Product to surface recurring friction points
• Hand off successfully onboarded accounts to the ongoing CS team with complete documentation

Good Fit If You Have

• High ownership mindset – follows customers through to successful go‑live
• Strong project management instincts – can juggle multiple onboardings in parallel
• Excellent communication – comfortable running calls and producing clear documentation