Customer Success Associate (CPaaS)

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

Requirements

Experience Requirements