Customer Success Specialist

Bangalore | On-site

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 wont just manage accounts you will act as the technical bridge ensuring increased product adoption, faster Time to Value (TTV), and minimized technical gaps.

• 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 WhatsApp Business API, RCS, and Bulk SMS.
• Ensure customers reach their first successful campaign quickly.

• 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.

• 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.

• 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.

• 13 years in Customer Success, Technical Account Management, or Support Engineering.
• Experience in CPaaS, SaaS, Telecom, or Messaging platforms preferred.

• Basic understanding of REST APIs, Webhooks, and JSON.
• Familiarity with WhatsApp Business API, RCS, Bulk SMS delivery mechanics.
• Ability to troubleshoot integration errors and latency issues.

• 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).

• 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