Operations Manager (Client Onboarding)

About AiSensy

AiSensy is a WhatsApp-based Engagement and Marketing Platform that enables businesses to drive customer engagement, retention, and revenue growth through WhatsApp

.Trusted by over 210,000 businesses, AiSensy facilitates more than 800 crore WhatsApp messages annually between businesses and their customers. The platform powers billions of customer interactions every year and continues to scale rapidly

.
AiSensy works with leading brands such as Delhi Transport Corporation, Vivo, Physics Wallah, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Yakult, and Cosc

o.
Businesses using AiSensy generate 25%–80% of their revenue through WhatsApp engagement and marketing initiatives powered by the platfo

rm.AiSensy is a mission-driven, high-growth startup backed by Marsshot.vc, Bluelotus.vc, and 50+ angel investo

rs.
Role Over

view
We are looking for an Operations Manager – Client Onboarding to lead and scale our customer onboarding function. This role will own the end-to-end onboarding journey, ensuring customers achieve successful platform activation and value realization as quickly as poss

ible.
You will be responsible for designing scalable onboarding processes, improving operational efficiency, managing onboarding teams, and collaborating with cross-functional stakeholders to deliver a world-class customer exper

ience.
The ideal candidate has strong experience in SaaS onboarding, operations management, process optimization, stakeholder management, and customer lifecycle mana

gement.
Key Responsi

bilities
Client Onboarding & A

• ctivationOwn and manage the end-to-end customer onboarding lifecycle from post-sales handoff to successful ac
• tivation.Ensure customers are onboarded efficiently and achieve their initial business objectives on the AiSensy
• platform.Define onboarding milestones, success criteria, and activation fr
• ameworks.Drive faster time-to-value and platform adoption for new c

ustomers.
Process Improvement & Operational

• ExcellenceDesign, document, and continuously optimize onboarding workflows, SOPs, and operational
• processes.Identify bottlenecks and implement scalable solutions to improve onboarding efficiency and customer e
• xperience.Build automation frameworks to reduce manual effort and improve onboarding t
• hroughput.Establish onboarding governance and quality

standards.
Team Leadership & Performance

• ManagementLead, mentor, and develop onboarding specialists and operations te
• am members.Define team KPIs, performance metrics, and service
• standards.Conduct regular reviews, coaching sessions, and proces
• s training.Build a high-performance culture focused on customer success and operational

excellence.
Customer Training &

• ; EnablementDevelop onboarding playbooks, implementation guides, training resources, and customer educati
• on programs.Oversee customer training sessions, webinars, and product adoption
• initiatives.Ensure customers are equipped to maximize platform utilization and busine

ss outcomes.
Data, Reporting &a

• mp; AnalyticsTrack and analyze onboarding KP
• Is including:Time-
• to-ActivationAc
• tivation RateOnboarding Co
• mpletion RateCustomer Satisf
• action (CSAT)Ear
• ly Churn RateAdo
• ption MetricsGenerate actionable insights and recommendations to improve onboarding
• performance.Build dashboards and reporting mechanisms for leadershi

p visibility.
Cross-Functional

• CollaborationPartner closely with Sales, Customer Success, Product, Engineering, and
• Support teams.Improve handoff processes between teams to ensure a seamless cus
• tomer journey.Act as the voice of the customer and provide feedback to internal
• stakeholders.Drive alignment on customer expectations and implement

ation success.
Required

• QualificationsBachelor's degree in Business, Operations, Engineering, Management, or a
• related field.5–8 years of experience in Customer Onboarding, Implementation, Operations, Customer Success, or S
• aaS Operations.2+ years of experience leading onboarding, implementation, or custome
• r-facing teams.Strong understanding of SaaS customer lifecycle management and onboarding
• best practices.Experience with CRM and onboarding platforms such as HubSpot, Salesforce, Zendesk, Freshdesk, or
• similar tools.Strong process improvement and operational exce
• llence mindset.Excellent stakeholder management and commun
• ication skills.Strong analytical and problem-solvin
• g capabilities.Ability to manage multiple onboarding projects

simultaneously.
Preferre

• d QualificationsExperience working in SaaS, MarTech, CRM, Messaging, CPaaS, or Customer Engag
• ement platforms.Familiarity with WhatsApp Business API and customer communic
• ation platforms.Experience implementing automation and workflow optimizat
• ion initiatives.Knowledge of onboarding analytics, customer health scoring, and lifec
• ycle management.Prior startup or high-growth com

pany experience.

• Why Join AiSensyLead onboarding operations for one of India's fastest-growing WhatsApp-firs
• t SaaS companies.Directly influence customer success, retention, and long-ter
• m revenue growth.Work closely with founders and leadership on strat
• egic initiatives.Build scalable processes that impact thousands of bus
• inesses globally.Be part of a high-growth, mission-driven sta