Customer Success Associate

Role Overview

We are looking for a Technical Customer Success Associate who is as comfortable reading API logs as they are building executive relationships. You will be responsible for the entire post-sales lifecycle, focusing on reducing churn in the first 90 days and scaling existing accounts. You won't just "manage" accounts; you will be the technical bridge that ensures increased product adoption and minimizing the technical gaps. 

Key Responsibilities

1. Technical Onboarding & Implementation

Execute a mandatory "15-Minute Welcome Call" for all new users to ensure correct technical configuration.

Assist customers with API integration, webhook setups for delivery callbacks, and template white-listing.

Bridge the "Knowledge Gap" by creating simple best-practice guides for complex products like RCS and WA API.

2. Proactive Retention & Recovery

The 24-Hour Rule: Proactively reach out to users within 24 hours of their first recharge exhaustion to drive the second recharge.

Account Health Monitoring: Use internal dashboards to monitor delivery success rates. If a client’s delivery drops below 50%, you must initiate a "Support Strike" to fix the issue before the client reports it.

Win-back Campaigns: Identify and re-engage churned users through technical trials and "Platform Stability" updates.

3. Strategic Growth (Existing & Resellers)

Identify Low usage accounts with high-volume potential and build a Success Roadmap to scale their usage.

Empower Resellers by providing white-label marketing collateral and automating their onboarding workflows, supporting them with the right documentation and the product knowledge.

Conduct Quarterly Business Reviews (QBRs) focusing on ROI and delivery performance.

4. Voice of the Customer

Synthesize customer feedback (e.g., Dashboard UI complaints, server errors) and collaborate with Product/Support/Engineering to prioritize fixes.

Advocate for a modernized user experience and transparent real-time delivery reporting.

Candidate Requirements

Experience: 1-3 years in Customer Success, Technical Account Management, or Support Engineering within the CPaaS, SaaS, or Telecom industry.

Technical Proficiency: * Understanding of REST APIs, Webhooks, and JSON is good to have.

Familiarity with WhatsApp Business API, RCS, and Bulk SMS delivery mechanics.

Ability to troubleshoot errors and integration latency.

Communication: Exceptional verbal and written communication skills; ability to explain technical concepts to non-technical business owners and conduct Product trainings. 

Analytical Skills: Ability to use data to identify churn patterns and "at-risk" customers.

Mindset: A "hunter" mentality for retention—you don't wait for tickets; you hunt for problems to solve.

Must have an understanding on the Indian Markets, and Hindi & English spoken individual is mandatory (multiple languages is a plus) 

What Metrics would they own?

Increase 2nd Recharge Rate: % of new users who recharge a second time.

Time to Value (TTV): Reducing the time from signup to the first 1,000 successful messages. Focus on the value and the delivery timelines.

Proactivity Index: % of technical issues identified by the CSM vs. reported by the client.

Client Satisfaction: Own the customers and keep them happy every time. 

Collect Feedback: Always have a check on what the customers are speaking about us.

Clients On-boarded: Track onboarding’s to find ways to reduce TTV.