Customer Success Executive

Job Title: Customer Success Executive (CSE)

Location: Poland

Job Summary

As a Customer Success Executive (CSE) at HCL Software, you will play a critical role in managing and expanding the renewals business for our product portfolio. You will serve as a trusted advisor to our high-touch customers, ensuring they achieve maximum value from our solutions and enabling industry-leading renewal rates.

Your focus will be on driving product adoption, identifying opportunities for expansion, mitigating attrition risks early, and ensuring overall customer satisfaction. This role is central to building long-term customer relationships and contributing directly to revenue growth through successful renewals.

Key Responsibilities

As a CSE, you will:

• Develop and execute product-focused strategies to maximize renewal rates and reduce churn.
• Serve as the primary point of contact for customer product adoption, consumption, and renewal-related matters.
• Engage proactively with customers to understand their evolving business goals, challenges, and product needs.
• Conduct regular business reviews to highlight the value delivered and uncover opportunities for upselling and cross-selling.
• Collaborate with Fractal Management and business partners to create and maintain account and renewal plans.
• Partner with Renewal Managers, Client Directors, and partners to negotiate renewal terms aligned with customer expectations and HCL policies.
• Monitor product usage trends with the Customer Journey team to detect early signs of disengagement or attrition risk, and take preventive action.
• Provide insights to Product Management and other internal teams by relaying customer feedback and market intelligence.
• Work cross-functionally with sales, marketing, product, training, and support teams to ensure a smooth and impactful customer journey.
• Adhere to HCL Software’s policies, procedures, and best practices in all interactions.

Required Skills & Qualifications

• Strong understanding of enterprise software products, licensing models, and technical architecture.
• Exceptional communication and interpersonal skills; ability to build trusted relationships and influence stakeholders.
• Customer-focused mindset with a passion for delivering outstanding service and long-term value.
• Analytical thinking and data-driven approach to problem-solving and decision-making.
• Self-starter with the ability to work independently and collaboratively in a fast-paced environment.

This is a fantastic opportunity to be part of a global software leader, driving real impact and growth for both the company and its customers.