Customer Service Executive (GRD Onboarding & Pilots)

About the role

GRD, a B2B SaaS platform built by ABACUS Consultants for MSMEs and hiring teams, is looking for a Customer Service Executive in Jaipur. The role sits under the Customer Success & Growth Manager and focuses on executing the daily customer success journey: turning qualified interest into Health Checks, demos and 30-day pilots, then helping customers activate GRD and move toward paid use. It is an execution and relationship-management position, not responsible for heading the overall function.

Key responsibilities

• Work assigned leads and qualified handovers from internal teams and outsourced calling partners, contacting customers promptly and recording outcomes.
• Arrange introductory calls, Hiring Health Checks and product demos, prepare discussion notes and coordinate appointments.
• Assist new customers with account setup, product orientation, user training and the 30-day guided pilot checklist.
• Follow up with business owners and HR contacts on next actions, due dates, feature usage and upcoming milestones.
• Maintain a single accurate customer account record covering contacts, conversations, Health Check findings, demos, pilot actions and commercial status.
• Track usage, concerns and support requests, coordinate with product and technical teams and escalate risks to the Manager.
• Help prepare pilot summaries, feedback, value demonstrations and paid subscription proposals under the Manager's guidance.
• Support retention, renewals, referrals and cross-sell or expansion opportunities.
• Prepare daily activity updates and weekly pipeline reports, ensuring every prospect has a clear next action.

Required profile

• Experience of 2-4 years preferred in customer success, client servicing, B2B inside sales, account coordination, SaaS onboarding or CRM-based customer operations.
• Any graduate; relevant SaaS, HRTech or recruitment exposure is an advantage.
• Comfortable speaking with business owners and HR teams and coordinating multiple stakeholders.

Required skills

• Confident use of CRM, Excel/Google Sheets and online meeting tools.
• Excellent spoken and written communication, patient training approach and strong follow-through.

What we offer

• Practical exposure to B2B SaaS, structured customer success and guided pilot delivery.
• Opportunity to grow into a senior customer success or account growth role.
• Performance-linked incentives subject to company policy.