Customer Success Specialist

Zygal; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Zygal is seeking a proactive Customer Success Specialist in Pune to manage relationships, drive product adoption and coordinate onboarding and implementation. You will be the main contact for customers and collaborate with Sales, Product, Engineering, Support and Operations to meet requirements and resolve issues.

The role involves working with domestic and international clients, so excellent communication in professional English is essential.

Qualifications

• 3+ years work experience in customer success or related field.
• Strong communication and English skills for international clients.
• Experience coordinating onboarding, training and go-live activities.
• Ability to coordinate with Sales, Product, Engineering, Support, and Operations.

Responsibilities

• Act as the primary point of contact for assigned customers.
• Build and maintain strong, long-term customer relationships.
• Communicate with international clients through email, calls, video meetings, and presentations.
• Understand customer requirements, business needs and expectations.
• Lead customer onboarding, implementation, training, and go-live activities.
• Coordinate with technical and internal teams to resolve customer issues.
• Track customer issues, escalations, follow-ups, and resolutions.
• Ensure customer issues and commitments are completed within agreed SLA timelines.
• Conduct regular customer meetings and provide status updates.
• Communicate technical information clearly to both technical and non-technical customers.
• Collect customer feedback and coordinate with Product and Engineering teams for improvements.
• Support product upgrades, new feature rollouts, and implementation changes.
• Maintain accurate customer documentation, MOMs, trackers, and communication records.
• Manage customer escalations professionally and ensure timely closure.

Skills

Customer relationships

Onboarding

Communication

SLA management

Cross-functional collaboration

English proficiency

Job description

Position Overview

We are looking for a proactive and customer-focused Customer Success Specialist to manage customer relationships, drive product adoption, coordinate onboarding and implementation, and ensure a high-quality customer experience.

The candidate will be the primary point of contact for customers and will coordinate with Sales, Product, Engineering, Support, and Operations teams to ensure customer requirements and issues are handled effectively.

The role involves working with domestic and international clients, so excellent communication and professional English skills are essential.

Key Responsibilities

• Act as the primary point of contact for assigned customers.
• Build and maintain strong, long-term customer relationships.
• Communicate with international clients through email, calls, video meetings, and presentations.
• Understand customer requirements, business needs, and expectations.
• Lead customer onboarding, implementation, training, and go-live activities.
• Coordinate with technical and internal teams to resolve customer issues.
• Track customer issues, escalations, follow-ups, and resolutions.
• Ensure customer issues and commitments are completed within agreed SLA timelines.
• Conduct regular customer meetings and provide status updates.
• Communicate technical information clearly to both technical and non-technical customers.
• Collect customer feedback and coordinate with Product and Engineering teams for improvements.
• Support product upgrades, new feature rollouts, and implementation changes.
• Maintain accurate customer documentation, MOMs, trackers, and communication records.
• Manage customer escalations professionally and ensure timely closure.

Technical Knowledge

• Good understanding of SaaS / software / technology products.
• Basic understanding of CCTV, NVR, VMS, RTSP streaming, IP cameras, and video connectivity.
• Understanding of API requests/responses, HTTP status codes, and basic API troubleshooting.
• Basic networking knowledge including IP, ports, DNS, gateway, ping, bandwidth, firewall, NAT, and connectivity.
• Understanding of IP/domain whitelisting, firewall rules, blocked ports, proxy restrictions, and customer network requirements.
• Ability to use or understand basic troubleshooting tools such as , ping, browser and logs.
• Ability to identify common faults such as camera offline, RTSP failure, incorrect configuration, API errors, authentication failures, connectivity issues, and blocked ports.
• Coding experience is not mandatory, but the candidate should be technically comfortable and capable of understanding customer-side technical issues.

• Work Experience: 3+ years
• Open to work in any shifts (US/UK Shift)