Customer Success Associate

We are looking for a highly driven Customer Success professional to nurture long-term client relationships, drive Share of Business (SOB) growth, and ensure high customer retention in our IoT-enabled SaaS ecosystem.

You will be the primary point of contact for assigned accountsensuring successful onboarding, maximizing value realization, and identifying opportunities for upselling, cross-selling, and subscription renewals.

This role demands a strategic thinker with strong relationship management skills, a deep understanding of subscription-based business models, and experience with customer success best practices in a tech environment.

Role & responsibilities

1. Onboarding & Integration

• Lead seamless onboarding for new customers, aligning the product with business objectives.
• Provide tailored guidance to accelerate time-to-value and product adoption.

2. Share of Business (SOB) Growth

• Identify and pursue opportunies to expand product usage within existing accounts.
• Develop and execute upsell/cross-sell strategies aligned with customer goals.
• Ensure customers are aware of relevant product features, updates, and add-ons.

3. Customer Retention & Renewals • Maintain high retention by building trust and delivering consistent value.

• Own the renewal lifecycle, proactively engaging with clients ahead of renewal dates.
• Monitor customer health metrics and mitigate churn risks with data-driven action plans.

4. Relationship Management

• Foster strategic, long-term relationships with key stakeholders and decision-makers.
• Conduct regular business reviews to assess satisfaction and uncover expansion potential.

5. Customer Advocacy

• Act as the voice of the customer internally champion their needs with product and support teams.
• Provide actionable insights to help shape product roadmaps and enhancements.

6. Proactive Engagement & Support

• Conduct regular check-ins and usage reviews to drive continued product engagement.
• Troubleshoot issues promptly and coordinate with technical teams when needed.

7. Data & Insights

• Use analytics to track customer engagement, usage, and satisfaction.
• Report on key metrics such as SOB growth, churn rate, and renewals to inform leadership.

8. Training & Enablement

• Deliver training and resources to ensure customers are equipped to fully leverage the platorm.
• Share best practices and success stories to inspire deeper adoption.

Preferred candidate profile

Sales Acumen: Proven track record of identifying and closing upsell/cross-sell opportunities. Experience managing contract renewals is a plus.

Relationship Building: Excellent communication and interpersonal skills with the ability to build rapport with both technical and business stakeholders.

Analytical Mindset: Strong data analysis skills to interpret customer behaviour and inform strategies.

Customer-Centric Attitude: A proactive, empathetic, and solutions-oriented approach to client challenges.

Tech Savvy: Comfort with SaaS products and plaorms, and the ability to support customers in using technology effectively.