Job Description
Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.
Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.
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®.
We’re looking for a Customer Success Specialist who is passionate about delivering exceptional customer experiences and driving meaningful business outcomes. In this individual contributor role, you’ll 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:
- 5–7 years of experience in a customer-facing role within a SaaS organization (Customer Success, Account Management, or similar).
- Bachelor’s degree in Management, Program Management, or a related field, Master’s 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)
Nextiva’s 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 candidate’s 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 500,000 INR, as well as their parents or in-laws for up to 300,000 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 10,00,000
- 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, we’re committed to supporting our employees’ health, well-being, and professional growth. Join us and build a rewarding career!
#LI-RP1 #LI-HYBRID
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we’re the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.
