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Customer Success Associate (CPaaS)

Customer Success Associate (CPaaS)

CEQUENSIslamabad, Islamabad Capital Territory, Pakistan
1 day ago
Job description

Job Summary

We're looking for a passionate and proactive Customer Success Associate to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.

Key Roles and Responsibilities

  • Act as the primary point of contact for assigned customers, ensuring successful onboarding, adoption, and ongoing support.
  • Drive customer engagement and provide guidance on using CPaaS solutions effectively (SMS APIs, WhatsApp API, chatbots, etc.).
  • Collaborate with the technical support and product teams to resolve customer issues and escalate when needed.
  • Monitor account health and usage to identify growth opportunities and mitigate risks of churn.
  • Conduct regular check-ins, training sessions, and product walkthroughs to ensure customer satisfaction.
  • Support the preparation of customer documentation, training materials, and best practices.
  • Track customer feedback and communicate insights to the product and engineering teams.
  • Contribute to achieving departmental KPIs such as Net Revenue Retention (NRR), onboarding timelines, and churn reduction.

Key Skills & Competencies

  • Strong problem-solving and analytical skills with a customer-first mindset.
  • Ability to translate technical concepts into business value for customers.
  • Organized and detail-oriented with strong time management skills.
  • Comfortable working in a fast-paced, consumption-based business model.
  • Team player, able to work cross-functionally with sales, support, and product teams.

    • Experience Requirements

  • 2–3 years of experience in Customer Success, Account Management, or a client-facing role.
  • Prior experience in a CPaaS (Communications Platform as a Service), SaaS, or telecom / IT solutions company is a must.
  • Strong technical aptitude and ability to understand APIs, integrations, and messaging platforms (SMS, WhatsApp, chatbots, etc.) is a must.
  • Excellent communication skills in English (written and verbal).
  • This is a Remote role and the right canddiate will be based in Pakinstan (no relcoation assistance)

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    Customer Associate • Islamabad, Islamabad Capital Territory, Pakistan