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Customer Success Manager

3 years

0 Lacs

Posted:1 day ago| Platform: Linkedin logo

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On-site

Job Type

Full Time

Job Description

About AiSensy


AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco., Wipro, Asian Paints, India Today Group Skullcandy, Vivo, Physicswallah, Cosco grow their revenues via WhatsApp.


  • Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing
  • 400Crores + WhatsApp Messages done between Businesses and Users via AiSensy per year
  • Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more
  • High Impact as Businesses drive 25-80% Revenues using AiSensy Platform
  • Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors



Role Overview:

Customer Success Manager


Key Responsibilities:

1. Client Onboarding & Relationship Management:

  • Seamlessly onboard new customers and guide them through the platform.
  • Develop and maintain strong relationships with key stakeholders in client accounts.

2. Customer Success Strategy:

  • Proactively monitor customer health metrics to identify potential issues and opportunities for upselling/cross-selling.
  • Proactively resolution of customer's query.
  • Develop and execute customer success plans tailored to each client’s business goals.

3. Product Adoption & Training:

  • Provide clients with in-depth knowledge of AiSensy’s platform to improve product usage.
  • Organize and conduct product training sessions for clients.

4. Escalation & Support Management:

  • Resolve client escalations promptly and provide actionable solutions.
  • Act as the point of contact for client queries and coordinate with internal teams for resolution.

5. Payment Collection:

  • Monitor client payment statuses and coordinate payment collections in a timely manner.
  • Follow up with clients regarding overdue payments and maintain accurate records of transactions.

6. Customer Feedback & Insights:

  • Regularly gather customer feedback and share insights with the product and operations teams to enhance the platform.
  • Provide monthly performance reports to clients, showcasing the ROI and success metrics.

7. Data-Driven Decision Making:

  • Track and analyze key success metrics such as Net Promoter Score (NPS), churn rates, and product usage trends.


Key Qualifications:

  • Experience:

    3-5 years in Customer Success, Account Management, or similar roles in a SaaS/B2B environment.
  • Skills:

    Strong interpersonal, communication, and problem-solving skills.
  • Payment Management:

    Experience in coordinating with clients for timely payments is highly preferred.
  • Tools Expertise:

    Familiarity with CRM tools (e.g., HubSpot, Salesforce, Zoho) and analytics platforms.
  • Familiarity with customer success metrics like NPS, CSAT, and churn rates.
  • Education:

    Bachelor’s degree in Business, Marketing, or a related field. MBA is a plus.
  • Mindset:

    Customer-focused, empathetic, and driven by results.


What We Offer:

  • A vibrant and inclusive workplace culture.
  • Competitive salary and performance-based incentives.
  • Opportunities for professional growth and development.

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AiSensy

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