Job Title/Role: Customer Success Executive

Mode of hire: Full-Time

Base Location: Guindy, Chennai

Mode of work: Remote

Shift Timing:  US hours [6.30 PM to 3.30 AM IST]

Experience: 2 –4 years' experience

Number of Positions: 4

Department: Sales

Reports to: Group Manager, Customer Success

About Us

Access is a global leader in information management solutions, offering comprehensive services across the entire document and records management lifecycle. From secure offsite storage for paper and digital records to advanced software for privacy, retention, and document management, Access enables organizations to protect, govern, and maximize the value of their information. Our end-to-end services include backfile imaging and digital delivery, scanning and digitization, business process automation, and secure destruction, purges, shredding and data archiving.

About the Role

The Customer Success Executive protects revenue and drives product/service adoption across a high-volume Mid-Market or SMB books ensuring customers realize baseline value and renew. This role monitors health and usage signals at scale, intervenes early on renewal and churn risk, and drives adoption of core services through repeatable, one-to-many playbooks.

This role is intentionally scoped to three pillars: Risk, Renewals, and Adoption.

Roles and Responsibilities

1. Drive Adoption

1. Run standardized adoption playbooks and campaigns.

2. Flag stalled or low-adoption accounts for follow-up.

3. Report on adoption trends at the segment level.

2. Protect Revenue (Risk)

1. Execute standard recovery playbooks for at-risk accounts.

2. Escalate high-risk accounts beyond playbook scope.

3. Manage Renewals

1. Own renewal execution for the assigned book.

2. Partner on renewal terms within defined guardrails.

3. Track renewal pipeline and forecast accuracy.

Qualifications

1. Bachelor's degree preferred, or equivalent experience in Customer Success, Retention, or Account Management.

2. 2–4 years of experience in Customer Success, Retention, Account Management, or a client-facing role within SaaS, Retention and Information Management (RIM), or subscription-based industries.

3. CCSM certification is a plus.

Competencies:

1. Comfortable managing a high-volume book using standardized playbooks and health-score triggers.

2. Strong follow-through on renewal execution and risk-recovery playbooks.

3. Ability to prioritize and triage across many accounts at pace.

4. Proficiency with CRM platforms (Salesforce, etc.) and Customer Success tools

5. Strong analytical skills with the ability to interpret health-score and usage data.

6. Self-motivated, organized, and able to work independently in a fast-paced environment.

7. Ability to escalate appropriately without absorbing expansion, executive-relationship, or transformation work outside scope.

Success Measures

• Retain: Renewal Rate, Revenue at Risk, Churn

• Adopt: Adoption Rate / Activation, Playbook Completion / Coverage.