Customer Success Officer

Responsibilities:

• Act as the primary point of contact for assigned customer accounts.
• Build trusted relationships with customer stakeholders across technical and business teams.
• Lead customer onboarding, including SIM deployment, platform setup, and usage optimisation.
• Provide ongoing training, guidance, and best-practice recommendations.
• Monitor customer health metrics such as usage trends, support cases, billing, and engagement.
• Identify at-risk accounts and take proactive corrective action.
• Conduct regular business reviews to assess performance, goals, and future needs.
• Support contract renewals and identify opportunities for service expansion or optimisation.
• Coordinate internally to resolve technical, operational, or billing issues.
• Capture customer feedback and contribute to continuous improvement initiatives.
• Maintain accurate customer records and success plans in CRM systems.

Requirements:

• Bachelor’s degree (minimum Second-Class Upper division or equivalent).
• At least 2+ years’ experience in Customer Success, Account Management, Technical Support, or a similar client-facing role.
• Strong communication and relationship management skills.
• Ability to understand technical concepts and translate them into customer value.
• Strong organisational skills with the ability to manage multiple accounts.
• Background in IoT, telecommunications, connectivity services, Fintech, or SaaS.
• Familiarity with SIM management platforms or connectivity solutions.
• Experience supporting enterprise or multi-regional customers.
• Proficiency with CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight).

What We Offer:

• Work with innovative IoT connectivity solutions.
• Collaborate with cross-functional, high-performing teams.
• Opportunity to grow in a fast-evolving technology environment.
• Make a direct impact on customer success and business growth.