Senior Executive - Customer Success

The Role-

Customer Success Lead

You will also play a key role in defining support standards, improving documentation, and driving measurable outcomes across customer success metrics.

What you need for this role-

• Education -

  Bachelor s degree in Computer Science, IT, Engineering, or a related field

• Experience -

  5 to 7 years of experience in

  Customer Success or Technical Support

  roles within a

  SaaS product-based company

• Skills Required -

  • Strong hands-on experience with

    APIs and Webhooks

  • Experience using

    HubSpot

    for CRM and ticket management
  • Ability to troubleshoot technical issues and integrations end-to-end
  • Experience managing and mentoring an existing support or CS team
  • Strong process building and documentation skills
  • Excellent written and verbal communication skills
  • Prior exposure to

    WhatsApp API or chatbot platforms

    is a plus

What you will be doing-

• Own and manage

  client onboarding

  , including technical setup and integration guidance
• Act as the escalation point for

  complex technical and product issues

• Ensure smooth day-to-day support operations across tickets and live channels
• Collaborate closely with Product and Engineering teams to resolve bugs and feature gaps
• Create and maintain

  support processes, SOPs, and help assets

  such as FAQs and knowledge base articles
• Track and improve key customer success metrics, including

  First Response Time, TAT, Resolution SLA, and CSAT

• Review support quality and guide the team on best practices and improvements
• Share customer feedback and insights to drive product and experience improvements
• Support organisational initiatives such as training, internal documentation, and process audits

Top reasons to work with us-

• Be the

  voice of customers

  for a fast-growing AI SaaS product.
• Work with global clients and cutting-edge technology.
• Growth-oriented culture with opportunities to upskill.
• Collaborative team environment with knowledge-sharing at its core.
• Flexible work hours and a strong work-life balance.