Assistant Manager Customer Success

Job Description

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, and Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400 Crores+ WhatsApp Messages delivered between Businesses and Users via AiSensy Working with top brands like Skullcandy, Vivo, Rentomojo, 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: We are looking for a proactive and driven Assistant Manager - Customer Success to join our team. In this role, you will be the primary point of contact for our clients, ensuring their successful onboarding, engagement, and growth with AiSensy's platform. You will work closely with clients to maximize their product usage, resolve queries, and drive business value, while also supporting payment collections and enhancing client satisfaction. Key Responsibilities: Client Onboarding & Relationship Management Seamlessly onboard new clients, ensuring smooth integration with AiSensy's platform. Establish and maintain strong, long-term relationships with key stakeholders in client accounts. Act as the primary point of contact for client communications, updates, and support. Customer Success Strategy & Retention Proactively monitor client health metrics to identify potential risks and upsell opportunities. Create and execute Customer Success Plans aligned with client business goals. Drive client retention and reduce churn by resolving issues promptly and enhancing user experience. Product Adoption & Training Educate clients on platform features to ensure maximum utilization and value. Conduct regular product training sessions and walkthroughs. Share best practices to optimize their use of AiSensy’s features and solutions. Escalation & Support Management Manage and resolve client escalations with urgency and professionalism. Coordinate with internal teams to resolve technical or service-related issues efficiently. Payment Collection & Coordination Monitor client payment statuses and follow up on pending dues. Coordinate with clients to ensure timely payments and maintain accurate transaction records. Customer Feedback & Insights Gather and analyze client feedback to identify service improvement opportunities. Share insights with the Product and Operations teams to drive platform enhancements. Prepare and present monthly performance reports, highlighting ROI and usage metrics. Data-Driven Decision Making Track and analyze key success metrics such as Net Promoter Score (NPS), churn rates, and product usage trends. Utilize data to recommend client strategies and improvements. 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. Customer Success Metrics: Understanding of 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. Work with innovative technology solutions impacting global businesses. If you are passionate about customer success, proactive in resolving client issues, and eager to work in a high-growth startup environment, we would love to hear from you. Show more Show less