Customer Success Manager

Job Description Job Title: Customer Success & Support Executioner Salary: 20,000 per month Location: On-Office (Sector 63, Noida) Department: Customer Success About the Role We are looking for a high-ownership Customer Success & Support Executioner who can manage onboarding, app setup, client communication, ticket handling, renewals, and upselling for WellnessZ clients. This role requires someone who understands the WellnessZ platform deeply, supports clients proactively, and ensures an outstanding delivery experience from Day 1 to renewal. Key Responsibilities1. Platform Mastery & Client Education - Understand all WellnessZ platforms, features, and tools like an expert. - - Create tutorial videos for clients and their teams. - - Update user manuals and create step-by-step instructions for each feature. - 2. Onboarding to Delivery Management - Contact newly closed clients and schedule onboarding meetings. - - Conduct onboarding calls and understand the full scope of the project. - - Collect all assets for rebranding and provide clarity + deadlines to the client. - - Coordinate with the Tech Team to ensure smooth operations and timely delivery. - - Test the live app thoroughly, fix issues, and make improvements before delivery. - - Deliver the final app + custom strategy to the client. - 3. Data Migration & App Setup - Add client data (client list, details, etc.). - - Create client meal plans inside the app. - - Set up the client's entire app environment for a smooth start. - 4. Objection Handling & Issue Resolution - Resolve objections related to bugs, glitches, or feature confusion by coordinating with Tech Team. - - Call end-clients directly if they face issues and ensure resolution. - - Act as the first line of support for all non-technical queries. - 5. Renewals & Upselling Management - Maintain consistent interaction with clients (NOT allowing silent periods). - - Take regular feedback to ensure app usage and satisfaction. - - Upsell happy clients from: - - Free Rental App - - Rental Branded App - - Branded Advanced Solutions - - Ensure maximum retention and repeat sales. - 6. Testimonial Collection & Content Flow - Call clients and ask for testimonials. - - Coordinate with the Marketing Team to prepare scripts. - - Share scripts with clients and ensure recording is completed. - - Get testimonials edited and posted across required platforms. - 7. Sales & CSM Sheet Management - Maintain a clear sheet of: - - New sales - - Requirements - - Delivery progress - - Pending tasks - - Maintain CSM transparency sheets for leadership. - 8. Ticketing & Bug Solving - Work with the Tech Team to understand all bugs & glitches. - - Ensure fixes are done and communicated. - - Track: - - Number of tickets solved - - Time taken to solve each ticket - - Performance improvement week over week - What We Expect From You - Strong communication and follow-up skills. - - Good understanding of mobile apps and basic tech flow. - - Problem-solving mindset and patience when dealing with clients. - - Highly organised and comfortable managing sheets and data. - - Ownership mindset with willingness to take responsibility end-to-end. - Why This Role Is Special - You directly impact client satisfaction, retention, and renewals. - - You gain full exposure to SaaS delivery, onboarding, and customer success workflows. - - You work closely with product, tech, and marketing teams. - - Clear growth path into: - - Senior CSM - - Client Success Manager - - Onboarding Specialist - - Operations Lead - How to Apply Send your resume to: [Confidential Information] Subject Line: Application Customer Success & Support Executioner