Customer Success Associate (B2B SaaS)

About the Job

Location: Bangalore (On-site, Work from Office Only)

Experience: 1 to 3Yrs in customer success or support role in software domain (Must)

Focus: B2B, SaaS

Company Description

Nexxio is a ready-to-use SaaS platform that helps Indian consumer goods brands digitize, automate, and optimize their end-to-end route-to-market operations. The platform connects and empowers all key stakeholders in the distribution ecosystem, including field sales teams, distributors, dealers, and sales influencers, while providing brand management teams with real-time visibility, control, configurability, and actionable insights across their B2B operations.

Nexxio's mission is to help brands drive growth, improve operational efficiency, and build a sustainable competitive advantage through technology.

Role Description

As we scale, we are building a customer success team of motivated professionals who bring not just experience in onboarding and support, as well as a genuine passion for helping customers win.

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding journey: from initial setup and configuration to go-live - ensuring a smooth, structured, and time-bound transition onto the Nexxio 360° platform tailored to their specific business operations.
• Product Setup & Configuration: Work hands-on with customers to set up and customize the platform for their sales and distribution workflows, ensuring the product is production-ready before their teams begin day-to-day usage.
• Deliver effective training sessions for customer teams: field sales reps, distributors, and backoffice managers - building their confidence and competency to use Nexxio 360° effectively in their daily operations.
• Customer Support & Issue Resolution: Serve as the first point of contact for product-related queries and issues. Diagnose, troubleshoot, and resolve support tickets promptly, escalating complex technical issues to the product or engineering team with clear context and follow-through until closure.
• Adoption & Engagement Monitoring: Proactively track product usage metrics and adoption health for each account. Identify customers showing low engagement or at-risk behavior, and execute targeted interventions.
• Customer Relationship Management: Build and maintain strong working relationships with key contacts at each account. Conduct regular check-ins to understand evolving business needs, gather feedback, and ensure customers are continuously deriving value from the platform.
• Cross-functional Collaboration: Work closely with sales, product, and engineering teams to ensure seamless customer experiences from pre-sales handoff through long-term success.

What Are We Looking For?

• 1–2 years of hands-on experience in a software support, customer onboarding, or customer success role — preferably within a B2B or SaaS company.
• Bachelor's degree in any discipline; BBA, MBA, or a technical degree (B.Tech/BCA) is preferred.
• Excellent verbal communication in English and Hindi languages
• Strong proficiency in Microsoft Excel and Google Sheets, including data analysis and reporting. Familiarity with helpdesk tools (e.g., Freshdesk, JIRA) is preferred.
• A self-starter with high ownership, a learning orientation, and the resilience to thrive in a fast-paced, early-stage SaaS startup environment

What’s in It for You?

• Be part of a mission-driven startup disrupting Indian SMBs.
• Exposure to the full customer success lifecycle — onboarding, training, support, and retention — building a strong foundation to grow into senior CSA, or Account Management roles.
• Competitive salary with performance-based appraisals.
• Flexible work environment with scope for growth into senior roles.
• Work closely with product, sales, and leadership teams in a startup environment where you'll learn faster than any large-company role — from SaaS product dynamics and B2B customer engagement to business operations across Indian consumer brands.
• Complimentary lunch offered at the office
• Work timings for the role are 9:30 AM to 6:30 PM India time – no late nights, offering a healthy work-life balance.
• As this is an India-focused sales role, there is a need to engage with prospective customer users on Saturdays to address any immediate issues or training requests. Such interactions, when required, can be handled remotely (work from home).

How to Apply?

If this opportunity aligns with your experience and career aspirations, we'd love to hear from you. Apply via LinkedIn or email your resume to jobs@nexxio.in with the subject line "Customer Success Associate – B2B SaaS".