Maqsam

Customer Success Manager

• Establish and maintain best practices for customer onboarding, implementation, adoption, and expansion.
• Build, lead, and mentor a high-performing customer success team, including Customer Success Managers.
• Implement and optimize customer health scoring systems to predict and prevent churn
• Drive customer retention and expansion through proactive engagement and value-based conversations
• Monitor and analyze customer success metrics, creating actionable insights and regular reporting for executive leadership
• Identify and execute opportunities for upsell and cross-sell within the existing customer base
• Develop scalable processes to support business growth while maintaining high customer satisfaction
• Create and optimize customer journey maps, success playbooks, and engagement models for different customer segments
• Partner with Sales, Product, and Engineering teams to drive product adoption and ensure customer feedback influences product development.

Head of Customer Success

Support Engineer

• Take ownership of complex, escalated technical issues, performing deep-dive investigations into application logs, system metrics, and code
• Analyze and troubleshoot product behavior by inspecting our codebase (Ruby on Rails, JavaScript/Vue.js) and querying our databases (PostgreSQL)
• Implement immediate workarounds or fixes through scripts and configuration changes
• Document your investigations and solutions comprehensively, building our internal knowledge base
• Identify recurring issues and patterns, contributing to the development of better monitoring, internal tools, and documentation
• Partner directly with our Care Team and, when needed, with customers to gather information and communicate technical solutions clearly

Technical Support Engineer

Compliance

• Maintain accurate records of company licenses, regulatory submissions, and registration renewals.
• Support regulatory filings and documentation preparation.
• Liaise with regulatory bodies on day-to-day matters, including clarifications and status follow-ups.
• Assist in the processing and tracking of lawful intercept and official data access requests.
• Assist in implementing and maintaining the Internal Controls Framework (ICF).
• Support audit readiness efforts and help gather documentation for external certifications (e.g., CRF, NCA ECC, ISO27001).
• Help maintain and update compliance registers, risk trackers, and policy documentation.
• Contribute to basic compliance gap assessments and internal reviews under supervision.
• Review and log fraud reports and abuse-related alerts.
• Provide operational support during fraud investigation and incident response activities.
• Conduct account validation checks as part of fraud risk mitigation workflows.
• Maintain incident logs and ensure proper case documentation and closure.
• Perform Know-Your-Business (KYB) onboarding checks in coordination with sales or legal.
• Review commercial engagement cases for compliance red flags under guidance.
• Support Sales and Operations teams by addressing compliance inquiries and helping ensure adherence to local licensing or telecom-related requirements.

Compliance Specialist

Account Manager

• Manage, support, and nurture a group of partners to maximize lead generation outcomes; act as day-to-day contact for affiliate partners.
• Provide partners with training, tools, and marketing materials to promote Maqsam effectively and ensure understanding of value proposition and product capabilities.
• Drive consistent pipeline contribution from affiliate partners by setting clear expectations and supporting partner campaigns; collaborate with Demand Generation team on co-marketing.
• Track, analyze, and report partner performance against agreed KPIs; identify high-performing partners and re-align underperforming partners.
• Work closely with Sales, Marketing, and RevOps to ensure partner leads are tracked, nurtured, and converted; share partner and market feedback for product positioning.

Head of Customer Success

Technical Support Engineer

Compliance Specialist

Partnerships Development Manager