Technical 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.

o Familiarity with WhatsApp Business API, RCS, and Bulk SMS delivery

mechanics.

o 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.