Own end-to-end customer onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
Coordinate technical setup including data imports, user accounts and communication channels such as email, SMS and WhatsApp.
Manage senior client relationships through regular check-ins, performance reviews and proactive problem-solving.
Convert pilot customers into paying clients, drive adoption and identify opportunities to grow accounts.
Monitor and report on customer health, including resolution rates, escalations, response times, satisfaction and product usage.
Build and improve AI-powered CS workflows for health monitoring, escalation triage, onboarding tracking, reporting and feedback routing.
Responsibilities
Experienced in a client-facing B2B SaaS role such as Customer Success, Technical Account Management, Solutions Engineering or a similar technical customer role.
Commercially strong, with clear evidence of driving adoption, pilot-to-paid conversion, retention and expansion.
Hands-on with AI tools and automations, with examples of designing or deploying workflows that solve operational problems.
Technically confident around APIs, integrations, data imports and exports, webhooks and product dashboards.
A structured problem-solver who can identify the root cause of a customer issue before involving Engineering.
Comfortable communicating technical concepts clearly to non-technical stakeholders.
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