Customer Success Executive

Legodesk · 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: <5% QoQ

→ NPS Score: 50+ (client satisfaction)

→ Product Adoption: >70% across portfolio

→ Onboarding Time: <30 days to go-live

→ Case Volume Growth: growing engagement per client

#Hiring #CustomerSuccess #Legaltech #Bangalore #BFSI #SaaS #Startup #FullTime