Technical Customer Success Manager

Technical Customer Success Manager

Location: Gurgaon (On-site)

Experience: 2+ years

Type: Full-time

About us

WhatsApp Marketing Automation Platform

700+ paying customers globally

WhatsApp for business communication

IIT-Delhi alumni

Responsibilities:

• Serve as the primary point of contact for our customers, understanding their business needs, and providing solutions to their problems.
• Manage customer relationships, including onboarding, training, and ongoing support.
• Develop and execute customer success plans, including setting goals, tracking progress, and reporting on results.
• Work with the sales team to identify upsell and cross-sell opportunities and ensure customer renewals.
• Collaborate with the product and engineering teams to prioritize customer feature requests and bug fixes.
• Monitor and analyze customer usage data to identify trends and opportunities for improvement.
• Provide feedback to the product team on customer needs and market trends.
• Maintain accurate customer records and communicate updates to relevant internal stakeholders.
• Conduct customer satisfaction surveys and follow up with customers to address any issues or concerns.

Requirements:

• 2-3 years of experience in a technical customer success or similar role in a SAAS company.
• Strong technical skills, including experience with APIs, webhooks, and integrations.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Strong problem-solving skills and ability to think strategically.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Experience working with WhatsApp Business API is a plus.
• A bachelor's degree in a relevant field is preferred.