Senior Frontend Engineer

This role is for one of our clientsIndustry: Technology, Information and MediaSeniority level: Associate levelMin Experience: 3 yearsLocation: GurgaonJobType: full-timeWe’re building the next-generation

WhatsApp Marketing Automation Platform

designed for fast-growing e-commerce brands. Over the last three years, we’ve scaled rapidly, enabling businesses to engage with millions of customers every single day. As we expand, we’re looking for a

Customer Success Lead

who can ensure our customers unlock maximum value from our platform, achieve measurable business outcomes, and become long-term partners in our growth story.Role OverviewThis is a high-impact leadership role where you’ll own the

end-to-end customer journey

—from onboarding to retention, expansion, and advocacy. You will be the bridge between our customers and product teams, ensuring feedback loops are tight, adoption is seamless, and success is measurable.Key ResponsibilitiesLead and manage the

customer success function

, ensuring world-class service delivery.Own the

onboarding and training process

, helping new customers adopt and integrate the platform quickly.Partner with customers to define

success metrics

, drive adoption, and expand usage across teams.Proactively identify opportunities for upselling and cross-selling based on customer needs.Collaborate with product and engineering to bring in customer feedback, influence product roadmap, and prioritize improvements.Establish scalable processes for customer support, health tracking, and churn prevention.Build strong relationships with key stakeholders at client organizations and serve as a trusted advisor.Mentor and coach junior CSMs to scale the function as the business grows.

Requirements

5–8 years of experience

in customer success, account management, or client-facing roles in SaaS or marketing automation platforms.Proven track record of

owning enterprise or mid-market accounts

and achieving retention & expansion targets.Strong understanding of

e-commerce workflows

, marketing automation, or CRM systems.Excellent communication, problem-solving, and relationship management skills.Data-driven mindset with the ability to analyze usage metrics and drive actionable insights.Comfort working in a

high-growth startup environment

with shifting priorities and fast execution.Leadership experience—mentoring or managing CSMs is a plus.