Customer Success Specialist

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.

Were looking for a Customer Success Specialist who is passionate about delivering exceptional customer experiences and driving meaningful business this individual contributor role youll 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:

• 57 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)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

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 500000 INR as well as their parents or in-laws for up to 300000 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
  • 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 were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

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