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

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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