Customer Success Manager: Business Growth Advocate

5 days ago

Gurgaon, Haryana, India AiSensy Full time

About AiSensy

AiSensy is a WhatsApp-based marketing and engagement platform that empowers businesses to grow their revenues through the popular messaging app.

Our platform has helped over 50,000 businesses engage with their users via WhatsApp, sending more than 400 crore messages. We partner with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah, and Cosco to drive business growth.

As a Customer Success Manager at AiSensy, you will play a crucial role in ensuring our clients achieve exceptional results using our platform. Your primary responsibility will be to onboard new clients, improve retention, identify upselling opportunities, and assist with payment collections as needed.

Key Responsibilities:

  • 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.
  • Customer Success Strategy: Proactively monitor customer health metrics to identify potential issues and opportunities for upselling/cross-selling. Develop and execute customer success plans tailored to each client's business goals.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

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