Customer Success Associate

Waybeo Software Solutions Pvt Ltd; Thiruvananthapuram; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Flexible work schedule

5-day work week

PF & LWF benefits

Health insurance

Job summary

Waybeo Software Solutions Pvt Ltd is seeking a Customer Success Associate to manage enterprise accounts, ensure smooth onboarding, align technically, and drive value realization from telecom and IT solutions. You will coordinate with stakeholders, address customer needs, and maintain strong client relationships across cross-functional teams.

The role requires 2–4 years of experience in Customer Success or similar, with a degree in any field; MBA is an added advantage.

Qualifications

• Strong written and verbal communication in English and Hindi.
• Experience handling enterprise clients as a POC with account management expertise.
• Basic understanding of cloud platforms, SaaS, CRM integrations, API workflows, and marketing automation tools.

Responsibilities

• Serve as the primary POC for assigned enterprise accounts and manage end-to-end requirements and satisfaction.
• Coordinate with stakeholders and cross-functional teams to ensure timely execution.
• Provide solutions aligned with customer requirements and ensure timely follow-ups and closures.
• Build long-term relationships with key client stakeholders and act as a trusted partner for telecom/IT needs.
• Collaborate with Technology, Product, Sales, Delivery, and Support to ensure smooth service delivery.
• Document all client interactions, requirements, actions, and resolutions in CRM/ticketing systems.

Skills

Written and verbal communication

POC for enterprise clients

Cloud platforms SaaS CRM integrations

API workflows

Marketing automation tools

MS Excel

CRM and Jira/Confluence

Call analytics interpretation

Problem-solving coordination

Manage multiple accounts

Telecom/IT environment

Education

Any graduate

MBA (added advantage)

Tools

Jira

Confluence

Job description

ABOUT THE COMPANY

Waybeo is a conversation intelligence platform that helps enterprises turn every customer conversation into actionable business intelligence. Built on deep telecom expertise and AI-powered technology, Waybeo enables businesses to track, manage, and analyze customer conversations across their sales and marketing journeys. From call tracking and marketing attribution to call automation, speech analytics, and AI-driven conversation insights, Waybeo helps enterprises improve customer engagement, optimize operations, and drive measurable revenue growth.

Today, Waybeo powers communication intelligence across 100,000+ enterprise locations and serves 150+ enterprise customers across sectors including automotive, BFSI, retail, healthcare, and telecom.

Waybeo is part of the CareStack group, a global healthcare technology company. As an independent business within the group, Waybeo remains focused on building and scaling its expertise in cloud communications, telecom, and AI to help enterprises transform customer conversations into meaningful business outcomes.

ABOUT THE ROLE

At Waybeo, we combine telecom expertise with IT innovation, integrating seamlessly with CRM systems, campaign platforms, and enterprise applications to deliver robust, scalable, and customizable intelligence that drives measurable business impact. As a Customer Success Associate, you will serve as a key point of contact and account manager for assigned enterprise clients, ensuring smooth onboarding, effective technical alignment, and continued value realization from our telecom and IT solutions.

You will work closely with key client stakeholders, management, delivery, and technical team to understand business requirements, coordinate technical requirements and issue resolution, and ensure smooth service delivery. You will also build strong client relationships, proactively address concerns, and collaborate with internal teams to ensure customer satisfaction and service excellence.

KEY RESPONSIBILITIES

• Serve as the primary Point of Contact (POC) for assigned enterprise customer accounts, taking end-to-end ownership of account-related requirements and ensuring consistent engagement and satisfaction.
• Understand customer requirements and business needs, communicate them effectively, and coordinate with key client stakeholders, management, delivery, and technical teams to ensure timely execution.
• Provide appropriate solutions aligned with customer requirements, ensuring timely acknowledgment, follow-ups, coordination, and closure of account-related activities.
• Build and maintain strong, long-term relationships with key customer stakeholders and act as a trusted partner for their telecom/IT requirements.
• Collaborate with internal teams, including Network Operations, Technical, Product, Sales, Delivery, and Support, to coordinate requirements, resolve issues, and ensure smooth service delivery.
• Provide end-to-end support for assigned accounts, managing account-related requirements, customer concerns, follow-ups, escalations, and timely resolution.
• Track customer feedback, proactively manage escalations, coordinate with relevant teams, and ensure timely closure with a strong focus on customer satisfaction and service excellence.
• Maintain accurate and up-to-date customer records, engagement history, requirements, action items, and renewal forecasts in CRM systems.
• Conduct periodic business reviews, present performance reports, discuss key observations, and identify opportunities for optimization and improvement.
• Document all client interactions, requirements, action items, and resolutions accurately in CRM and internal ticketing systems.
• Stay updated on competitor offerings, industry trends, and emerging telecom/IT technologies to better understand customer needs and contribute to relevant business discussions.

KEY REQUIREMENTS

• Strong written and verbal communication skills in English and Hindi.
• Experience handling enterprise clients as a POC, with a strong understanding of account management and customer relationship management.
• Basic understanding of cloud platforms, SaaS environments, CRM integrations, API workflows, and marketing automation tools.
• Proficiency in MS Excel, including data analysis, pivot tables, reporting, and dashboards, along with strong MS Office skills.
• Experience working with CRM and ticketing/collaboration tools such as Jira and Confluence.
• Ability to interpret call analytics, campaign performance data, and customer behavior insights.
• Strong problem-solving, analytical, coordination, and documentation skills, with high attention to detail.
• Ability to independently manage multiple enterprise accounts and coordinate effectively with cross-functional teams including Technology, Product, Sales, Delivery, and Support.
• Adaptable, proactive, and willing to learn in a fast-paced Telecom/IT environment.

Qualification

• 2–4 years of experience in Customer Success, Account Management, Client Success, or a similar customer-facing role.
• Any graduate degree required; MBA will be an added advantage.

What We Offer:

• Career growth & ownership – Opportunity to independently manage enterprise accounts and take ownership of customer success.
• Cross-functional exposure – Work closely with Technology, Product, Sales, Delivery, Network & Support teams.
• Learning & industry exposure – Gain hands-on experience in Telecom, SaaS, CRM, AI-driven solutions and customer analytics while developing your communication, business and account management skills.
• Flexible work schedule, 5-day working week, PF & LWF benefits, along with company-paid health insurance for employees.