Customer Success Agent (B2B)

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries. We are looking for a proactive and customer-focused Customer Success Agent (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction, retention, and long-term success.

Key Responsibilities

• Serve as the primary point of contact for assigned B2B clients, handling customer inquiries and service requests via phone and email.

• Provide first-level technical support and proactively follow up on customer cases, system-related issues, non-streaming units, and outstanding service requests.

• Monitor daily fleet repair activities and ensure timely follow-up on vehicles listed as non-streaming.

• Contact customers to troubleshoot non-streaming units and coordinate repair appointments for vehicles in operation.

• Work closely with internal departments to escalate issues and ensure prompt resolution within agreed service levels.

• Build strong relationships with existing customers by delivering end-to-end customer support while driving customer retention, upselling, and cross-selling opportunities.

• Maintain accurate records of customer interactions, follow-ups, and resolutions to ensure excellent service delivery.

Requirements

• 3–5 years of experience in Customer Success, Customer Service, Customer Retention, Key Account Management, or a related B2B customer-facing role.

• Proven experience in B2B customer retention, including upselling, cross-selling, preventing customer cancellations, and conducting proactive outbound follow-ups.

• Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.

• Proficiency in Microsoft Office, particularly Microsoft Excel, with strong analytical and reporting skills.

• Excellent customer service, problem-solving, and relationship management skills, with a strong customer-focused mindset.

• Strong verbal and written communication skills, with the ability to engage professionally and confidently with corporate clients.

• Fluent in spoken and written English (mandatory).

• Highly organized, proactive, and self-motivated, with the ability to work collaboratively in a fast-paced environment while maintaining a positive attitude.