Digital Customer Success Associate

Walters, Nelson and Smith; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Walters, Nelson & Smith Bangalore is seeking a Digital Customer Success Associate to manage a portfolio of digital customer accounts, guiding onboarding and ongoing value realization. You will engage customers across channels, foster strong relationships, and identify growth opportunities while collaborating with Sales, Product, and Support to drive retention and success.

The role emphasizes proactive communication, data-driven insights, and a passion for delivering exceptional customer outcomes

Qualifications

• Proven experience in a customer success, account management, or client-facing role, ideally with digital or SaaS products.
• Strong skills in customer success, upselling, and client relationship management.
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts clearly and professionally.
• Demonstrated ability to build trust and rapport with clients and manage multiple stakeholder relationships.
• Comfort working with CRM platforms and customer success tools to manage accounts and track engagement.
• Data-driven mindset with the ability to interpret usage metrics and customer feedback to inform actions and recommendations.
• Strong problem-solving skills and a proactive, solution-oriented approach to customer challenges.
• Ability to manage multiple customer accounts, priorities, and deadlines in a fast-paced environment.
• Collaborative team player with experience working cross-functionally with Sales, Product, and Support teams.
• Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent practical experience

Responsibilities

• Manage a portfolio of digital customer accounts, serving as their primary point of contact for all success-related needs.
• Onboard new customers, guiding them through setup, configuration, and best practices to ensure a smooth and successful start.
• Develop a deep understanding of each customer’s goals, use cases, and success criteria to drive adoption and value realization.
• Proactively engage customers via email, chat, video calls, and in-app messaging to monitor health, address questions, and resolve issues.
• Build and maintain strong client relationships by providing timely, professional, and solutions-focused communication.
• Identify upsell and cross-sell opportunities based on customer usage patterns, needs, and feedback, and collaborate with Sales to close them.
• Conduct regular business reviews and performance check-ins to demonstrate ROI and align on next steps and growth opportunities.
• Track customer health metrics, usage data, and feedback to anticipate risks and implement retention strategies.
• Collaborate with Product and Support teams to elevate, troubleshoot, and resolve complex customer issues.
• Contribute to the creation and improvement of customer-facing resources, such as help articles, FAQs, and digital onboarding guides.
• Maintain accurate records of customer interactions, account details, and activity in CRM and customer success tools.
• Continuously seek ways to improve the digital customer journey, advocating for customer needs and internal process enhancements

Skills

Customer success

Account management

Client relationships

Communication

CRM tools

Data analysis

Problem solving

Multitasking

Cross-functional collaboration

Sales awareness

Education

Bachelor's degree in Business, Communications, Marketing, or related field

Tools

CRM platforms

Job description

Digital Customer Success Associate

Walters, Nelson and Smith Bangalore, Karnātaka, India

About this position

Walters, Nelson & Smith | Precision in Engineering

Walters, Nelson & Smith (WNS) is a premier boutique engineering consulting firm dedicated to delivering high-impact solutions for complex structural and mechanical challenges. Founded on the principles of technical excellence and agile problem-solving, we bridge the gap between visionary design and practical execution.

Unlike larger, more rigid firms, WNS prides itself on a bespoke approach. We offer senior-level expertise and direct partner involvement on every project, ensuring that our clients receive sophisticated engineering insights tailored to their specific operational needs.

Core Specializations

• Structural Forensic Analysis: Identifying and resolving integrity issues in existing infrastructure.
• Sustainable Systems Design: Integrating energy-efficient mechanical solutions into modern builds.
• Precision Prototyping: Streamlining the transition from conceptual CAD models to functional, manufacture-ready designs.
• Regulatory Compliance & Risk Mitigation: Navigating the complex landscape of international engineering standards.

At Walters, Nelson & Smith, we don't just solve problems—we engineer resilience. Our focus is on building lasting partnerships through transparency, technical rigor, and a relentless commitment to quality.

About The Role

As a Digital Customer Success Associate on our Customer Success team, you will be responsible for helping customers realize maximum value from our digital products and services. In this salaried, full-time role, you will manage a portfolio of clients, proactively engage them across digital channels, and ensure their goals are met through effective onboarding, ongoing support, and strategic guidance. You will build strong client relationships, identify opportunities for upselling and cross-selling, and act as a trusted advisor who understands both our solutions and the customer’s business needs. Collaborating closely with Sales, Product, and Support, you will contribute to customer retention, satisfaction, and growth, helping to drive long-term success for both our clients and our organization.

What You'll Do

• Manage a portfolio of digital customer accounts, serving as their primary point of contact for all success-related needs
• Onboard new customers, guiding them through setup, configuration, and best practices to ensure a smooth and successful start
• Develop a deep understanding of each customer’s goals, use cases, and success criteria to drive adoption and value realization
• Proactively engage customers via email, chat, video calls, and in-app messaging to monitor health, address questions, and resolve issues
• Build and maintain strong client relationships by providing timely, professional, and solutions-focused communication
• Identify upsell and cross-sell opportunities based on customer usage patterns, needs, and feedback, and collaborate with Sales to close them
• Conduct regular business reviews and performance check-ins to demonstrate ROI and align on next steps and growth opportunities
• Track customer health metrics, usage data, and feedback to anticipate risks and implement retention strategies
• Collaborate with Product and Support teams to elevate, troubleshoot, and resolve complex customer issues
• Contribute to the creation and improvement of customer-facing resources, such as help articles, FAQs, and digital onboarding guides
• Maintain accurate records of customer interactions, account details, and activity in CRM and customer success tools
• Continuously seek ways to improve the digital customer journey, advocating for customer needs and internal process enhancements

Qualifications

• Proven experience in a customer success, account management, or client-facing role, ideally with digital or SaaS products
• Strong skills in customer success, upselling, and client relationship management
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts clearly and professionally
• Demonstrated ability to build trust and rapport with clients and manage multiple stakeholder relationships
• Comfort working with CRM platforms and customer success tools to manage accounts and track engagement
• Data-driven mindset with the ability to interpret usage metrics and customer feedback to inform actions and recommendations
• Strong problem-solving skills and a proactive, solution-oriented approach to customer challenges
• Ability to manage multiple customer accounts, priorities, and deadlines in a fast-paced environment
• Collaborative team player with experience working cross-functionally with Sales, Product, and Support teams
• Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent practical experience