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:
This role is the first dedicated Customer Success hire responsible for owning the post-signature client journey, including onboarding, technical support, go-live readiness, ongoing account management, and expansion.
The position acts as the primary point of contact for enterprise and B2B customers after a deal is signed, ensuring smooth integration, strong performance, and long-term success.
It requires building the Customer Success function from scratch, absorbing technical complexity, and reducing dependency on Sales and Engineering teams.
Key Responsibilities:
1. Customer Onboarding & Go-Live
Own the full onboarding journey from contract signature to go-live and steady state.
Act as the main client contact during integration, testing, launch, and early usage.
Coordinate with Sales, Product, Engineering, and Operations for smooth delivery.
Proactively identify blockers and resolve them before they impact timelines.
Support reseller onboarding and ensure smooth integration with the eSIMfx product.
2. Technical & Integration Support
Support customers integrating APIs, SDKs, and the platform stack.
Troubleshoot integration issues, provisioning flows, and edge-case scenarios.
Translate customer technical questions into actionable items for Product/Engineering.
Understand customer systems and workflows to provide informed guidance.
Become a deep product expert capable of explaining end-to-end platform behaviour.
3. Ongoing Account Management & Support
Act as primary escalation point for live customers with non-ticketed, high-context issues.
Handle operational queries, configuration requests, and commercial clarifications.
Ensure customers use the product correctly and receive expected value.
Maintain high responsiveness, accuracy, and professionalism.
4. Land, Expand & Account Growth
Own post-go-live expansion opportunities with Sales and Leadership.
Identify upsell, optimisation, and usage-based growth opportunities.
Use data, usage patterns, and client feedback to support commercial discussions.
Assist with account plans for customers with long-term growth potential.
5. Process, Playbooks & Scale
Build and maintain Customer Success knowledge base (FAQs, integrations, troubleshooting).
Create onboarding playbooks, go-live checklists, and escalation paths.
Document common issues to reduce reliance on engineering.
Improve workflows for scalability and prepare foundations for future CS hires.
6. Product & Feedback Loop
Represent customer needs internally.
Provide structured insights to Product and Engineering.
Highlight recurring pain points, feature gaps, and improvement opportunities.
Bachelor's degree.
5+ years in Customer Success, Technical Account Management, Solutions Engineering, or Technical Support in SaaS, telecom, or technical B2B environments.
Experience with API-based products, integrations, or developer-facing platforms.
Exposure to telco, connectivity, payments, fintech, travel tech, or infrastructure platforms (plus).
Experience with enterprise or mid-market customers.
Commercial & Strategic Mindset
Understand Customer Success impact on retention, expansion, and revenue.
Proactively manage client expectations.
Ability to identify expansion opportunities and contribute to account strategy.
Balance customer needs with commercial outcomes.
Highly organized, methodical, and process-driven.
Strong communicator, clear, empathetic, and calm under pressure.
Comfortable handling complex problems independently.
Curious and quick to learn new products and industries.
Comfortable being the first CS hire and building systems from scratch.
Technical Skills & Experience:
- Comfortable working with APIs, integrations, system workflows, and data flows.
- Capable of understanding full platform architecture at a practical level.
- Able to troubleshoot technical issues without being an engineer.
- Skilled at translating between technical and non-technical audiences.
- Strong attention to detail and operational discipline.
- Able to fully master the API/portal capabilities without reliance on Product & Development teams for common queries.
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/
X: https://twitter.com/lotus_flare
