Customer Success Manager

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.