Customer Success Executive

Legodesk · Assam, India

ABOUT COMPANY

Osettl Technologies operates Legodesk - a specialized legaltech platform for

end-to-end debt recovery and NPA resolution. We serve India's leading banks,

NBFCs, ARCs, and law firms with cutting-edge workflows for:

• SARFAESI Act proceedings

• IBC/NCLT filings

• DRT/DRAT litigation

• Section 138 NI Act prosecution

THE ROLE

Customer Success Executive - own the post-sale client lifecycle for BFSI

customers (banks, NBFCs, ARCs, law firms). Your mission: ensure clients achieve

their debt recovery and litigation outcomes with Legodesk.

Success = High adoption, zero churn, strong NPS, growing case volume per account.

Experience Required: 2-3 years in customer success, support, or client operations

Location: Bengaluru (on-site)

RESPONSIBILITIES

Client Onboarding & Enablement

Lead structured onboarding for new customers

Conduct training on Legodesk platform (SARFAESI, IBC, DRT, Section 138)

Create personalized implementation timelines

Build success playbooks tailored to each client's workflow

Ongoing Support & Relationship Management

Serve as trusted single point of contact (SPOC) for assigned accounts

Monitor usage metrics and proactively identify adoption blockers

Field client questions; resolve issues or escalate smartly

Maintain CRM transparency (all interactions logged)

Account Health & Retention

Track health metrics: NPS, adoption rate, case volume, engagement score

Identify at-risk accounts and escalate for retention intervention

Conduct quarterly business reviews (QBRs) to drive value realization

Build retention strategies for your portfolio

Continuous Improvement

Gather customer feedback on features and pain points

Escalate to Product team as feature requests or bug reports

Build case studies and customer testimonials

Stay current on regulatory changes (debt recovery, NCLT, DRT)

YOUR PROFILE

2-3 years in CS, customer support, or client operations

SaaS background preferred (but not required)

Strong communicator: explain technical concepts to non-technical stakeholders

Empathetic problem-solver; comfortable with ambiguity

CRM proficiency (Salesforce, HubSpot, or similar)

Curious about BFSI/legaltech; willing to learn debt recovery processes

Bachelor's degree (any stream)

RED FLAG: If you've only done internal ops with zero external client interaction

GREEN FLAG: "I reduced churn from X% to Y%" or "I built an onboarding playbook"

YOU'LL BE MEASURED ON

Churn Rate:

NPS Score: 50+ (client satisfaction)

Product Adoption: >70% across portfolio

Onboarding Time:

Case Volume Growth: growing engagement per client