Customer Success Manager

About AiSensy

AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.

• Enabling 150,000+ Businesses with WhatsApp Engagement & Marketing
• 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy
• Working with top brands like Skullcandy, Vivo, Rentomojo, 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:

As a Customer Success Manager at AiSensy, you will be the bridge between the company and its clients, ensuring exceptional service delivery and driving client satisfaction. You will be responsible for onboarding new clients, improving retention, enabling growth through upselling opportunities, and assisting with payment collections as needed.

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.