LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

Job Description and Responsibilities:
We are hiring our first dedicated Customer Success hire to own post-signature client delivery, onboarding, and expansion across our enterprise and B2B partners.

This is a hands-on, technical Customer Success role sitting at the intersection of telco, SaaS, and APIs. You will be the primary point of contact for live customers once a deal is signed, ensuring successful onboarding, smooth go-lives, strong ongoing performance, and long-term account growth.

Today, many client questions during onboarding and early go-live flow directly to sales leadership or engineering. Your role is to own this layer, absorb technical and operational complexity, build scalable processes, and create a best-in-class customer success function from the ground up.
Reporting into the Director of Enterprise Sales.

What You’ll Be Responsible For

1. Customer Onboarding & Go-Live

• Own the onboarding journey for new B2B customers from contract signature through go-live and steady state.

• Act as the main day-to-day contact for clients during integration, testing, launch, and early usage.

• Coordinate across internal teams (Sales, Product, Engineering, Ops) to ensure smooth delivery.

• Proactively identify and resolve blockers before they impact launch timelines or customer confidence.

• Ensuring reseller successful integration and use of the eSIMfx product, by acting as a scalable, knowledgeable buffer for client inquiries, while simultaneously improving the client experience through proactive guidance

2. Technical & Integration Support

• Support customers integrating with our APIs, SDKs, and technical stack.

• Troubleshoot integration issues, API behaviour, provisioning flows, and edge-case scenarios.

• Translate customer technical questions into clear internal actions for engineering and product.

• Understand customer systems, workflows, and dependencies to provide informed guidance.

• Build enough product and technical depth to confidently explain how our platform works end-to-end.

• Become the expert in our platform, best practices, and be able to effortlessly guide clients through challenges

3. Ongoing Account Management & Support

• Act as the primary escalation point for live customers for non-ticketed, high-context issues.

• Handle operational questions, configuration changes, commercial clarifications, and performance discussions.

• Ensure customers are using the product correctly and getting the value they expect.

• Maintain high standards of responsiveness, accuracy, and professionalism.

4. Land, Expand & Account Growth

• Own post-go-live account development in partnership with Sales and Leadership.

• Identify upsell, expansion, and optimisation opportunities within existing accounts.

• Lead by sales, follow account plans for customers that may start small but have significant long-term potential.

• Use data, usage patterns, and customer feedback to support commercial growth conversations.

5. Process, Playbooks & Scale

• Build and maintain a customer success knowledge base covering FAQs, integrations, troubleshooting, and best practices.

• Create repeatable onboarding playbooks, go-live checklists, and escalation paths.

• Document common issues and solutions to reduce dependency on engineering over time.

• Continuously improve internal workflows to increase productivity and scalability.

• Lay the foundations for a future CS team by designing processes that scale.

6. Product & Feedback Loop

• Act as the voice of the customer internally.

• Feed structured customer insights back to Product and Engineering.

• Identify recurring pain points, feature gaps, and opportunities for product improvement.

Job Requirements:
Experience

• Bachelors degree

• 5+ years in Customer Success, Technical Account Management, Solutions Engineering, or Support within SaaS, telecoms, or a technical B2B environment.

• Experience supporting API-driven products, integrations, or developer-facing platforms.

• Exposure to telco, connectivity, payments, fintech, travel tech, or infrastructure platforms is a strong plus.

• Experience working with enterprise or mid-market customers.

Technical Capability

• Comfortable discussing APIs, integrations, data flows, and system architecture at a practical level.

• Fully understand portal/API current and updating features. Must be able to achieve a level of expertise where they no longer need to ask P&D for help on common queries towards the capability of product and service.

• Able to troubleshoot technical issues without being an engineer.

• Confident translating between technical and non-technical stakeholders.

• Strong attention to detail and operational discipline.

Commercial & Strategic Mindset

• Understands how Customer Success drives retention, expansion, and revenue growth.

• Manage client expectations proactively rather than reacting to crises

• Comfortable spotting opportunities and contributing to account strategy.

• Able to balance customer advocacy with commercial outcomes.

Personal Attributes

• Highly organised, methodical, and process-driven.

• Be able to communicate clearly and empathetically with clients, especially during stressful troubleshooting situations.

• Calm under pressure and comfortable owning complex problems.

• Naturally curious and quick to learn complex products and industries.

• Strong written and verbal communicator.

• Comfortable being the first CS hire and building structure where none exists.

What Success Looks Like:

• Customers onboard faster, with fewer escalations to sales or engineering.

• Clear ownership of live accounts and post-sale communication.

• Reduced ad-hoc questions reaching leadership and tech teams.

• A growing, high-quality CS knowledge base and onboarding playbooks.

• Expansion revenue driven from existing customers.

• A scalable CS function ready for future hires.

Why This Role Matters:

This role is critical to our next phase of growth. As we sign larger, more complex customers, strong Customer Success is essential to retention, expansion, and reputation. You will have real ownership, visibility, and the opportunity to shape how Customer Success operates across the company.

Benefits we have for you:
-Competitive salary package
-Paid lunch (In the office)
-Private healthcare
-Yearly bonus
-Training and workshops
-Truly flexible working hours
-Top-of-the-class engineers to learn from and work with

About us:
At LotusFlare, we attract and keep amazing people by offering two key things:
- Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
- Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

Website: www.lotusflare.com
LinkedIn: https://www.linkedin.com/company/lotusflare
Instagram: https://www.instagram.com/lifeatlotusflare/
Twitter: https://twitter.com/lotus_flare