JOB Description

Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai Job Title
Customer Success Associate
MSSP / SOC Services Location {Mumbai
Andheri} Employment Type: Full-Time
Onsite Experience: 01-02 Years Managed Security Services / MSSP Department: Service Delivery / Customer Success
About the Role The Customer Success Associate will be responsible for managing the customer experience and service governance for the organization's MSSP/SOC customers. The role will act as the bridge between customers and internal SOC, Service Delivery, Technical and Account Management teams to ensure that customers receive consistent service, timely communication, proactive engagement and measurable value from the managed security services. The CSA will own the Voice of Customer (VoC), monthly customer feedback, CSAT, customer health score, customer action tracking, service reviews and customer improvement initiatives.



The role is primarily customer-success and governance oriented and is not intended to replace the technical responsibilities of the SOC team.
Key Responsibilities
Customer Relationship & Engagement o Act as the primary customer-success contact for assigned MSSP/SOC customers. o Establish and maintain robust working relationships with customer SPOCs. o Conduct regular customer-connect meetings. o Understand customer expectations, concerns, and business priorities. o Maintain a customer engagement calendar for assigned accounts. o Identify early signs of customer dissatisfaction or disengagement. o Ensure appropriate internal teams are engaged when customer concerns arise.
Monthly Customer Feedback Program o Drive the organization's monthly customer feedback program across all assigned customers. o Ensure 100% coverage of the monthly feedback cycle. o Collect structured feedback covering: ✓ SOC monitoring ✓ Incident response ✓ SLA performance ✓ Technical support JOB Description
Customer Success Associate Network Tech

📌 EXECUTIVE - CUSTOMER SUCCESS (Mumbai)
🏢 Network Techlab India
📍 Mumbai