Customer Success Manager

Job Description

About the Company ASKLO is India’s leading home-services platform, connecting millions of households with verified maids, cooks, drivers, and other service professionals via WhatsApp. We’re on a mission to simplify access to high-quality home care and empower our network of service providers. About the Role As a Customer Success Manager, you’ll own the end-to-end experience for new and existing users—ensuring they’re onboarded smoothly, unblocked quickly, and delighted long after their first request is fulfilled. You’ll partner across Ops, Product, and Tech to turn feedback into action and drive continuous improvement. Responsibilities Onboarding Excellence Guide new users (both customers and service providers) through account activation, platform walkthroughs, and resource sessions Develop and execute onboarding campaigns to maximize first-week activation and reduce drop-offs User Unblocking & Support Diagnose and resolve user roadblocks—technical, process, or service-related—in under 2 business hours Own a daily queue of escalations; coordinate with Tech and Ops teams for rapid fixes Feedback & Continuous Improvement Conduct post-service feedback calls/surveys to capture NPS, satisfaction drivers, and unmet needs Synthesize qualitative feedback into product and process recommendations; collaborate with Product to prioritize enhancements Metrics & Reporting Track and report key CS metrics (activation rate, churn, CSAT/NPS, time-to-resolution) in dashboards Identify trends, flag risks, and propose corrective action plans Cross-Functional Advocacy Serve as the “voice of the user” in sprint planning and feature-roadmap discussions Partner with Marketing on user-education materials (help articles, FAQs, tutorial videos) Qualifications 2–5 years’ experience in Customer Success, Account Management, or similar roles—ideally in a high-growth startup or B2C service environment Exceptional communication skills: fluent in English, Hindi and Telugu Strong problem-solving mindset: you dig into root causes, not just symptoms Data-driven: comfortable with Excel/Sheets and basic dashboard tools to analyze trends and measure impact Empathy for both sides of the marketplace—understanding the needs of end-users and service providers alike Why You’ll Love It Here High Impact: Shape the experience of thousands of users every month from Day 1 Ownership & Growth: Lead your own initiatives and scale into senior leadership roles as we grow Collaborative Culture: Work closely with founders, engineers, and product managers in a fast-paced environment Pay range and compensation package Salary - 15k-20k/month, 1 months internship Equal Opportunity Statement ASKLO is committed to creating a diverse and inclusive workplace where everyone—regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status—feels valued and empowered to do their best work.