Customer Success (B2B SaaS)

Job Title - Customer Success (B2B SaaS)

About Wisemonk :

Wisemonk helps global companies hire, pay, and manage employees in India without setting up a local entity.

We work with fast-growing startups and enterprises building teams in India. We handle payroll, compliance, onboarding, and employee experience, so companies can focus on growth without worrying about operational complexity.

Our goal is to build a high-quality, process-led, AI-enabled delivery engine where:

• customers get a predictable, strong experience
• onboarding is smooth and structured
• communication is clear
• operations scale without chaos

About the role:

We are hiring a Customer Success to support onboarding, client coordination, and ongoing account management.

This role sits in the customer success team and works closely with:

• Customer Success Lead
• HRBP team
• finance / payroll
• shared delivery teams (benefits, insurance, equipment)

You will be responsible for ensuring that clients are onboarded smoothly, understand how to work with Wisemonk, and get timely communication and coordination across teams.This is not a passive support role.

This is a high-ownership execution role in a client-facing environment.

What you will do:

1. Onboarding support

• Coordinate onboarding of new clients after sales hand off
• Ensure all required information, documents, and inputs are collected
• Help clients understand timelines, workflows, and expectations
• Work with internal teams to ensure smooth onboarding execution

2. Client coordination

• Act as a point of contact for assigned clients (along with CS Lead)
• Ensure client requests are tracked and followed through
• Coordinate across HRBP, finance, and delivery teams to ensure closure
• Maintain clear and timely communication with clients

3. Account support

• Track account-level activities, timelines, and dependencies
• Support regular check-ins and communication cadence
• Ensure clients are using workflows correctly
• Flag risks, delays, or issues early

4. Operational follow-through

• Ensure nothing falls through the cracks across onboarding and ongoing delivery
• Track tasks, timelines, and responsibilities across teams
• Follow up proactively until issues are resolved

5. Process and system improvement

• Help improve onboarding checklists, workflows, and documentation
• Maintain clean tracking of accounts and activities
• Use tools, automation, and AI to improve coordination and visibility

What we are looking for:

• 1–4 years of experience
• Background in customer success, operations, account coordination, or similar role
• Strong ownership and follow-through
• Clear communication skills
• High attention to details
• Ability to manage multiple clients / tasks at the same time
• Comfort working with cross-functional teams
• Comfortable working in a fast-paced, structured-but-evolving environment
• Strong bias for action and problem-solving
• Comfortable using tools, trackers, and basic automation

Ideal backgrounds:

• customer success / account coordination
• operations / program management
• onboarding / implementation roles
• consulting / client-facing coordination roles
• early-stage startup experience