Customer Success Manager - Fully remote

We are looking for a highly capable Customer Success Associate (Technical) to ensure seamless onboarding and an exceptional customer experience. You will manage new location setups, monitor account health, troubleshoot issues, and coordinate with internal teams for quick resolutions. You will also document recurring challenges, share insights with product and QA teams, and support clients through a consultative approach.
Monitor accounts to ensure a positive customer experience with the company's products or services
Analyze potential issues related to customer accounts and channelize internally for a faster resolution.
Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
Serve as day-to-day contact for assigned accounts, identify areas of opportunity, highlight best practices, and document them
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Sound knowledge of CCTV Infrastructure and its working is a must.
Should be aware of and have practical experience of working on port forwarding, DDNS configurations, RTSP protocol, NVR/DVR, IP cameras, etc.
18-24 months of client handling experience for B2B clients.
Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
Proficiency with tools like Jira, Clickup, or similar customer support systems.
We use Microsoft Teams for daily communication, including standups and team meetings.
We prioritize exceptional design, UI/UX, thorough documentation, clear to-do lists, and data-driven decision-making.
Team bonding is encouraged through bi-monthly townhalls, destressing sessions with a certified healer, and biannual company retreats.
We offer a fully remote workplace, comprehensive health insurance, attractive equity options for top performers, mental health consultations, company-sponsored upskilling courses, designated growth hours, 40 hours annually for community causes, and access to a financial advisor.