Customer Success Associate

We are looking for a high-ownership Customer Success Associate to manage customer relationships, drive successful onboarding and adoption, and ensure measurable business outcomes from Voice AI solutions.

You will be the primary point of contact for enterprise customers, working closely with Product, AI, Engineering, and Operations teams to ensure smooth deployments, resolve issues, and continuously improve customer experience.

This role goes beyond customer support. You will be responsible for customer satisfaction, retention, account growth, and identifying opportunities to expand revenue within existing accounts.

The ideal candidate combines strong communication skills, structured problem-solving, commercial awareness, and a genuine interest in AI-powered products.

Responsibilities:

• Own customer onboarding, implementation coordination, and go-live processes.
• Understand customer requirements, business objectives, and success metrics.
• Coordinate with internal teams to ensure timely deployment and smooth execution.
• Act as the primary point of contact for day-to-day customer communication and escalations.
• Build trusted relationships with key stakeholders across customer organisations.
• Conduct regular customer check-ins, track action items, and ensure timely follow-ups.
• Monitor product usage, AI calling performance, customer satisfaction, and account health.
• Identify adoption gaps, operational challenges, and opportunities to improve customer outcomes.
• Help customers maximise value through feature education, best practices, and performance reviews.
• Proactively identify customer issues and coordinate with Product, Engineering, AI/QC, and Operations teams.
• Track escalations, ensure timely resolution, and keep customers informed.
• Translate customer feedback into actionable product and operational improvements.
• Identify opportunities to increase AI calling volumes, introduce new use cases, and expand deployments.
• Support contract renewals, upselling, and cross-selling within existing accounts.
• Work with Sales and leadership to drive account growth and long-term customer retention.
• Maintain structured documentation of customer interactions, requirements, issues, and commitments.
• Track account performance, adoption, and customer success metrics.
• Develop FAQs, playbooks, and customer success stories to improve operational efficiency.

Requirements:

• 0-4 years of experience in Customer Success, Account Management, Client Servicing, Implementation, Business Operations, or similar customer-facing roles.
• Excellent verbal and written communication skills in English and Hindi.
• Ability to communicate confidently with customers, internal teams, and senior stakeholders.
• Strong analytical thinking, attention to detail, and ability to manage multiple priorities.
• Ability to independently manage customer relationships, follow-ups, and deliverables.
• Comfortable understanding technology products, dashboards, workflows, and basic performance metrics.
• Ability to thrive in a fast-paced, high-growth startup environment.

Good To Have:

• Experience in B2B SaaS, AI/GenAI, conversational AI, fintech, or BFSI.
• Exposure to enterprise customer onboarding, implementation, or account management.
• Understanding of customer success metrics such as adoption, retention, churn, NPS, and revenue expansion.
• Experience identifying upselling or cross-selling opportunities within existing accounts.
• Ownership mindset with a focus on customer outcomes.
• Customer-first approach with proactive problem-solving.
• Strong, structured, and timely communication skills.
• Commercial awareness and understanding of how customer experience drives retention and revenue.
• Curiosity about AI, technology, and enterprise business operations.
• Resourceful, accountable, and solution-oriented under pressure.