Customer Success Specialist

Location: South End Circle

Customer Success Specialist

Bangalore | On-site

Role Overview  We are looking for a  Technical Customer Success Specialist  who is as comfortable reading API logs as building executive relationships. You will own 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 act as the technical bridge ensuring increased product adoption, faster Time to Value (TTV), and minimized technical gaps.

Key Responsibilities 1️⃣ Technical Onboarding & Implementation  Conduct a mandatory  15-minute welcome call  for all new customers to ensure correct setup.
Assist with  API integrations, webhook configurations, and template whitelisting .
Create simple, practical guides for products like  Whats App Business API, RCS, and Bulk SMS .
Ensure customers reach their first successful campaign quickly.
2️⃣ Proactive Retention & Recovery  Follow the  24-hour rule  — proactively contact users within 24 hours of first recharge exhaustion.
Monitor account health dashboards and delivery rates.
If delivery drops below 50%, initiate corrective action before the customer raises a complaint.
Run win-back campaigns for churned or inactive users.
Reduce churn in the first 90 days.
3️⃣ Strategic Growth (Existing & Resellers)  Identify low-usage but high-potential accounts and create a growth roadmap.
Conduct  Quarterly Business Reviews (QBRs)  focused on ROI and delivery performance.
Support resellers with documentation, onboarding workflows, and product knowledge.
Drive increased usage and recharge frequency.
4️⃣ Voice of the Customer  Collect structured feedback from customers.
Work closely with Product, Engineering, and Support to resolve recurring issues.
Advocate for improved UX and real-time delivery transparency.
Highlight recurring technical gaps affecting adoption.

Candidate Requirements Experience  1–3 years in Customer Success, Technical Account Management, or Support Engineering.
Experience in CPaaS, SaaS, Telecom, or Messaging platforms preferred.
Technical Skills (Good to Have)  Basic understanding of  REST APIs, Webhooks, and JSON .
Familiarity with  Whats App Business API, RCS, Bulk SMS delivery mechanics .
Ability to troubleshoot integration errors and latency issues.
Core Competencies  Strong verbal and written communication skills.
Ability to explain technical concepts to non-technical business owners.
Strong analytical mindset to identify churn patterns and at-risk customers.
Proactive “hunter” mentality — you solve problems before tickets are raised.
Understanding of Indian markets.
Hindi & English mandatory  (multiple languages is a plus).

Metrics You Will Own    Increase  2nd Recharge Rate
⏳ Reduce  Time to Value (Signup → First 1,000 Successful Messages)
Improve  Proactivity Index  (% of issues identified before client reports them)
❤️ Maintain high  Client Satisfaction & Retention
Improve onboarding efficiency and reduce first 90-day churn
Improve recharge frequency and account expansion