Customer Success Associate (Voice – US Accounts)

Workplace Type: Remote

Employment: Full time

Compensation: Max 15 LPA

About the Company

We are a fast-growing global SaaS company building a marketing automation platform for U.S.-based local and multi-location businesses .

Our technology helps businesses plan, execute, optimize, and measure paid digital marketing across major channels such as Search, Social, Display, Video, Email, and SMS all from a single platform.

We are expanding our customer-facing team in India and are hiring voice-based Customer Success Associates who can confidently speak with U.S. business owners , guide them through performance conversations, and help them succeed using our platform.

This is a phone-first, relationship-driven role focused on onboarding, ongoing performance discussions, and long-term retention.

About the Role

As a Customer Success Associate (Voice US Accounts) , you will be the primary point of contact for U.S.-based business owners who are either:

• Getting started on the platform, or
• Already active and looking to better understand or improve their marketing performance

Youll run live calls, explain performance in simple, non-technical language , and guide customers toward better adoption, renewals, and growth .

Responsibilities

• Run live calls with U.S. local business owners to understand their goals, answer questions, and guide them on using the platform effectively
• Manage the full lifecycle of assigned accounts on calls , including:
• Activation and initial onboarding
• Onboarding refreshers / health check calls
• Regular performance review conversations
• Handling concerns and churn-risk situations
• Identifying opportunities for additional campaigns, features, or locations
• Translate marketing performance into plain English , helping customers clearly understand:
• Whats working
• Whats not
• What actions to take next
• Identify issues such as connection problems, low performance, or incorrect setup, and collaborate with internal teams (Customer Success, Technical, Ad Operations, Analytics) to resolve them
• Accurately document call notes, follow-ups, and next steps in internal systems
• Build long-term customer relationships that drive trust, adoption, and retention

Qualifications

• Excellent spoken English confident, clear, and comfortable holding long conversations with U.S. customers
• Experience in Customer Success, Account Management, or voice-based client roles , ideally with international customers
• Willingness to work U.S. EST hours consistently (7:30 PM 3:30 AM IST)
• Strong customer empathy and ability to remain calm and professional under pressure
• Ability to explain products and performance in a structured, easy-to-follow way
• High ownership mindset you follow through, close loops, and dont let customer issues drop

Required Skills

• Basic understanding of digital marketing fundamentals , such as:
• Ads clicks website leads / calls / bookings
• Experience working with local businesses or in a SaaS / tech environment
• Exposure to tools such as Google Ads, Meta Ads, Google Analytics, CRMs, or ticketing systems

What We Offer

• Opportunity to work with a global SaaS team supporting U.S.-based customers
• High-impact, customer-facing role influencing retention, adoption, and growth
• Competitive compensation up to 15 LPA (depending on experience) with benefits
• Clear growth path into senior customer-facing or strategic roles
• A chance to be part of building a scaling India-based customer success organization

We are an equal opportunity employer and are committed to building a diverse and inclusive workplace.