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.

Requirements

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)