About this role
PoultryCare is looking for a Customer Success Executive to build strong relationships with customers after onboarding, drive product adoption, understand customer needs, coordinate issue resolution, and ensure customers consistently get value from PoultryCare.
What you'll do
- Capture Need, Desire, and Problem (NDP) signals
- Track customer engagement, product usage, and adoption
- Identify and escalate customer dissatisfaction and churn risks
- Maintain accurate customer records in CRM/Google Sheets
- Collect customer testimonials, success stories, and feedback where appropriate
- Maintain strong and professional relationships with existing customers
What we're looking for — the ASK
The bar to apply. If most of these match, send us your application — we look at signal, not box-ticking.
- 0–2 years of experience in customer success, customer support, relationship management, or a similar role
- Good spoken and written Tamil & English
- Comfortable speaking with customers over phone and WhatsApp
- Ability to coordinate with multiple internal teams
- Good problem-solving and ownership mindset
- Willingness to learn the poultry business and PoultryCare product
Nice to have
Strong signals, not blockers.
- Prior experience in SaaS/customer success
- Basic understanding of software products
- Experience in customer onboarding or product adoption
The full story
A longer narrative from the hiring manager — context, year-one outcomes, and how we work.
Why this role exists
PoultryCare is an operational intelligence platform for commercial poultry businesses including hatcheries, broiler farms, layer operations, feedmills, and processing plants.
Getting a customer onboarded is only the beginning. The real success is when customers actively use PoultryCare, understand its value, achieve better operational visibility, and continue using the product over the long term.
We are hiring a Customer Success Executive to own the customer relationship after onboarding. You will regularly connect with customers, understand how they are using PoultryCare, identify adoption gaps, collect feedback, coordinate issues with internal teams, and make sure customers continue getting value from the platform.
This is a people-and-process role. You should enjoy talking to customers, understanding their business, following up consistently, solving problems, and making sure nothing falls through the cracks.
What you'll do
Stay connected with customers. Maintain regular communication with customers based on their customer stage — new customers, recently implemented customers, and active customers.
Drive product adoption. Understand whether customers are actively using PoultryCare and its relevant modules. Identify adoption gaps and help customers use the product more effectively.
Understand customer needs. Speak with customers regularly to understand their business requirements, challenges, expectations, and opportunities where PoultryCare can provide more value.
Capture customer signals. Every customer interaction can reveal a Need, Desire, or Problem. Capture these signals clearly and maintain an updated customer feedback/NDP log.
Coordinate issue resolution. Work with Customer Support, Implementation, Testing, Product, and Development teams to ensure customer issues and requirements are properly communicated, tracked, and resolved.
Follow up until closure. Track open customer concerns, communicate progress, and confirm with the customer that the issue or requirement has been properly addressed.
Identify retention risks. Recognise customers showing low usage, repeated complaints, reduced engagement, delayed responses, or dissatisfaction and escalate them before they become churn risks.
Build customer relationships. Develop trusted relationships with customers and understand their business so that PoultryCare becomes a long-term operational partner rather than just a software product.
Share customer insights. Bring recurring customer feedback, product requirements, adoption challenges, and customer success stories into weekly and monthly reviews.
What you'll have accomplished by year one
- Built and maintained regular engagement with the assigned customer base
- Established a consistent customer follow-up and customer success process
- Improved active usage and adoption of PoultryCare modules
- Maintained accurate customer feedback, NDP, and interaction records
- Improved follow-up and closure of customer concerns
- Identified customer risks and potential churn situations early
- Built strong relationships with active customers
- Created a reliable flow of customer insights to Product, Support, Implementation, and Development teams
- Contributed to customer retention and long-term product adoption