Customer Success Representative

Customer Success
· Varicon Nepal Office
· Hybrid

Varicon is a rapidly growing, venture-backed startup that provides innovative software solutions for the construction industry. We’re on a mission to simplify complex operational workflows for construction businesses. As a Customer Success Representative
, you’ll play a key role in helping our customers succeed — from onboarding through to long-term engagement.

We work in a fast-paced, collaborative, and purpose-driven environment — and we’re looking for someone who shares our values and is ready to grow with us.

• Excellent Spoken English (Priority): Must be highly fluent and comfortable communicating with Australian and international customers.

• Strong Interpersonal & Relationship Management
  
  Skills:
  
  Proven ability to build rapport, trust, and lasting relationships with key customer stakeholders.

• Customer Expectation Management: Skilled in setting, managing, and aligning customer expectations throughout their lifecycle.

• Problem Solving & Critical Thinking: Ability to identify root causes, resolve challenges efficiently, and prevent future issues.

• Autonomous & Accountable: Able to manage tasks, timelines, and customers independently, with minimal supervision.

• SaaS/Software Experience (Preferred): Familiarity with B2B SaaS platforms and customer success best practices is highly desirable.

• Curiosity & Willingness to Learn: Strong desire to understand customer industries, challenges, and how our software delivers value.

• Analytical Thinking: Capable of using data to assess customer health, usage, and retention risk.

• Customer Onboarding: Lead new customers through the onboarding journey, ensuring they reach key implementation milestones.

• Account Management: Own a portfolio of customer accounts, ensuring satisfaction, adoption, and long-term retention.

• Customer Enablement: Deliver training, share best practices, and help customers achieve their goals with our platform.

• Proactive Support: Monitor customer activity and usage data to identify risks, provide proactive support, and prevent churn.

• Feedback Loop: Capture customer feedback and collaborate with Product and Engineering to influence roadmap decisions.

• Internal Systems: Keep systems like  and Freshdesk organised and up to date.

• Team
  
  Collaboration:
  
  Work cross-functionally with Sales, Product, and Support to ensure a seamless customer experience.

• Process Improvement: Contribute to refining our internal CS processes and tools for greater scale and efficiency.

• Technology Exploration: Stay current with AI and automation trends to suggest improvements in workflows.

• Growth Mindset – You are always learning and improving, and you welcome feedback.

• Customer Obsessed – You go above and beyond to ensure customers succeed and feel valued.

• Challenge the Status Quo – You ask “why not” and look for smarter, better ways to do things.

• Inclusive by Design – You embrace diversity and build inclusive experiences by default.

• Take Ownership – You hold yourself accountable and follow through on commitments.

• A high-impact role in a fast-growing startup

• Autonomy and responsibility from day one

• Close collaboration with the founders and cross-functional teams

• Opportunities to grow into leadership as the team expands

• A culture that values feedback, experimentation, and shared success