Customer Success Specialist Contractual

Nextiva; Bengaluru; On-site; INR 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Medical insurance

Group term & personal accident

Job summary

Nextiva seeks a Customer Success Specialist in Bengaluru to onboard new customers, drive adoption, and ensure value realization from the platform. You will guide onboarding, training, and ongoing relationship management to maximize retention and expansion opportunities.

The role requires 5–7 years in SaaS customer-facing functions, a related bachelor’s degree (masters preferred), and strong communication skills to engage stakeholders at multiple levels, with an emphasis on delivering exceptional

Qualifications

• 5–7 years of customer-facing experience in a SaaS organization.
• Bachelor's degree in Management, Program Management, or a related field; Masters degree preferred.
• Hands-on experience with customer onboarding, training, and ongoing relationship management.
• Strong ability to understand customer challenges and recommend effective solutions.
• Demonstrated focus on customer satisfaction, retention, and revenue growth.
• Analytical, process-oriented mindset with a commitment to continuous improvement.
• Strong communication and presentation skills, with the ability to engage stakeholders at multiple levels.

Responsibilities

• Own the onboarding experience for new customers, ensuring a smooth, timely, and successful implementation.
• Drive customer satisfaction and long-term success through proactive engagement and solution-oriented support.
• Identify opportunities to expand revenue within existing accounts through thoughtful cross-sell and up-sell recommendations.
• Increase product adoption and overall customer health, positively influencing lifetime value and retention.
• Resolve customer issues efficiently, coordinating with internal stakeholders as needed to ensure timely outcomes.
• Build strong relationships with customer stakeholders, serving as a trusted advisor and primary point of contact.
• Monitor and track customer success metrics, identifying trends and opportunities for improvement.
• Provide actionable feedback to Product and Sales teams to enhance the customer experience.
• Contribute to best practices and process improvements across the customer lifecycle.
• Proactively identify opportunities to improve delivery models, efficiency, and overall customer experience.

Skills

Customer Success

Account Management

SaaS

Onboarding

Relationship Management

Analytical Mindset

Communication Skills

Education

Bachelor's degree in Management/Program Management or related field

Masters degree preferred

Tools

CRM software

Job description

Job Description

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location

This is an onsite role based at Nextiva’s Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation

This role is expected to work onsite four days per week, with the potential to increase to five days per week, as required by the business. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.

At Nextiva, we believe amazing relationships start with a conversation. Our mission is to help businesses build deeper relationships with their customers through our unified customer experience management platform and our commitment to Amazing Service®.

We’re looking for a Customer Success Specialist who is passionate about delivering exceptional customer experiences and driving meaningful business outcomes. In this individual contributor role, you’ll guide customers from onboarding through adoption, ensuring they realize value quickly and consistently from their investment in Nextiva.

If you thrive in a fast-paced SaaS environment and enjoy building strong relationships, solving problems, and driving growth, this role is for you.

Key Responsibilities

• Own the onboarding experience for new customers, ensuring a smooth, timely, and successful implementation.
• Drive customer satisfaction and long-term success through proactive engagement and solution-oriented support.
• Identify opportunities to expand revenue within existing accounts through thoughtful cross-sell and up-sell recommendations.
• Increase product adoption and overall customer health, positively influencing lifetime value and retention.
• Resolve customer issues efficiently, coordinating with internal stakeholders as needed to ensure timely outcomes.
• Build strong relationships with customer stakeholders, serving as a trusted advisor and primary point of contact.
• Monitor and track customer success metrics, identifying trends and opportunities for improvement.
• Provide actionable feedback to Product and Sales teams to enhance the customer experience.
• Contribute to best practices and process improvements across the customer lifecycle.
• Proactively identify opportunities to improve delivery models, efficiency, and overall customer experience.

Key Requirements

• 5–7 years of experience in a customer-facing role within a SaaS organization (Customer Success, Account Management, or similar).
• Bachelors degree in Management, Program Management, or a related field, Masters degree preferred.
• Hands-on experience with customer onboarding, training, and ongoing relationship management.
• Strong ability to understand customer challenges and recommend effective solutions.
• Demonstrated focus on customer satisfaction, retention, and revenue growth.
• Analytical, process-oriented mindset with a commitment to continuous improvement.
• Strong communication and presentation skills, with the ability to engage stakeholders at multiple levels.

Nextiva DNA (Core Competencies)

• Drives Results: Action-oriented problem solvers who quickly bring clarity andsimplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven,forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, andcarefor customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security - Provident Fund & Gratuity
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we’re committed to supporting our employees health, well‑being, and professional growth. Join us and build a rewarding career!

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, were the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

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