Customer Success Manager

Flowcall is an AI customer service platform that automates conversations across WhatsApp, email, live chat, Instagram, and voice — plus an AI Helpdesk that replaces tools like Freshdesk and Zendesk. Our clients include Atomberg, The Sleep Company, mCaffeine, and others running 80%+ autonomous resolution rates.

You will own the post-sale relationship for our enterprise customers — the single point of accountability for every issue they raise. You'll triage incoming issues, resolve what you can yourself, and route the rest to the right team: implementation for workflow changes, tech for engineering intervention. You'll close the loop on all of it.

• Act as the primary point of contact for enterprise customers, collecting and tracking all issues raised.
• Resolve issues directly wherever possible, including basic product configuration changes.
• Interface with the implementation team to scope and drive workflow changes.
• Escalate technical issues to the engineering team and follow through to resolution, keeping the customer updated.
• Own response and resolution SLAs across the customer base.
• Identify recurring problems and feed them back to product and implementation teams.
• Build strong relationships that drive retention, satisfaction, and expansion.

• Prior experience managing enterprise customers in a CSM, account management, or technical support role.
• Strong product/technical aptitude — comfortable doing basic product configurations independently; the deeper the technical understanding, the better.
• Excellent communication and ownership — able to coordinate across implementation, engineering, and the customer without dropping threads.
• Structured, proactive, and calm under pressure.

• Experience with SaaS, customer support platforms, or AI/automation products.
• Familiarity with WhatsApp Business API, helpdesk/ticketing tools, or workflow automation.
• Technical background (APIs, basic scripting, or comfort reading logs/configs).