Customer Success Manager

About ZapUp

ZapUp is a fast-growing SaaS platform that empowers businesses to automate their workflows, marketing, and customer communication — especially through WhatsApp automation, chatbot management, and multi-channel integrations.

We enable SMBs and D2C brands to save time, improve conversion rates, and scale effortlessly with affordable, easy-to-use automation technology.

Role Overview

As a Customer Success Manager at ZapUp, you will be the primary point of contact for our customers after onboarding.

Your goal is to ensure every customer achieves their desired outcomes, fully adopts the platform, and renews or upgrades their subscription. You'll work closely with the Sales, Product, and Support teams to build long-term relationships, drive engagement, and reduce churn.

This role combines relationship management, technical understanding, and strategic thinking to help customers grow using ZapUp.

Key Responsibilities1. Customer Onboarding & Adoption

• Guide new customers through onboarding, setup, and activation of their ZapUp accounts.
• Train users on key features (WhatsApp Campaigns, Chatbots, Broadcasts, Integrations, etc.) through demos, walkthroughs, and personalized sessions.
• Help customers integrate ZapUp with their tools (Meta API, Shopify, CRMs, etc.) where needed.
• Ensure customers reach their first "success milestone" quickly.

2. Account Management & Relationship Building

• Act as the trusted advisor and main point of contact for all customer queries.
• Build deep relationships with customers' marketing, operations, and tech teams.
• Understand business goals and align ZapUp's solutions to help them achieve those outcomes.
• Proactively engage customers to prevent churn and promote plan upgrades or feature adoption.

3. Retention & Growth

• Monitor customer usage and identify early warning signs of disengagement.
• Conduct regular health checks, QBRs (Quarterly Business Reviews), and feedback calls.
• Identify upsell and cross-sell opportunities to increase customer lifetime value.
• Own renewals, retention, and expansion revenue targets.

4. Support Escalation & Problem Solving

• Collaborate with the support and product teams to resolve customer issues quickly.
• Escalate technical issues appropriately and communicate resolutions proactively.
• Document feature requests and pain points for the product roadmap.

5. Insights & Reporting

• Track customer health scores, NPS, renewals, and churn metrics.
• Use CRM tools (e.g., HubSpot, Pipedrive, or Notion CRM) to maintain accurate records.
• Generate insights from user data to guide product improvements and customer strategies.

Requirements / Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field.
• 2–5 years of experience in Customer Success, Account Management, or SaaS support.
• Strong understanding of SaaS business models, metrics (MRR, Churn, LTV), and customer lifecycle management.
• Excellent communication, presentation, and relationship-building skills.
• Ability to simplify complex technical concepts for non-technical users.
• Hands-on familiarity with CRM and ticketing tools (HubSpot, Intercom, Notion, etc.).
• Self-starter mindset with strong ownership and empathy for customers.
• Comfortable managing multiple accounts and priorities simultaneously.

Preferred / Nice-to-Have

• Experience with marketing automation, WhatsApp API, CRM, or chatbot platforms.
• Background in D2C or SMB SaaS customer management.
• Previous work in startups or high-growth SaaS environments.
• Exposure to tools like Zapier, Meta Business Suite, Shopify, or WebEngage.

Key Performance Indicators (KPIs)

• Customer Activation Rate (within 14–30 days of signup)
• Renewal & Retention Rate (%)
• Net Revenue Retention (NRR)
• Customer Health Score / Product Usage
• Upsell & Expansion Revenue
• Churn Rate
• CSAT / NPS (Customer Satisfaction Metrics)

What You'll Get

• Competitive salary + performance-based incentives.
• Direct influence on customer success and retention strategy.
• Learning opportunities across sales, product, and marketing.
• Fast-track growth to Head of Customer Success or Account Director roles.
• Flexible working environment (remote/hybrid).
• Exposure to automation, AI, and conversational marketing technologies.

Job Types: Full-time, Permanent, Fresher

Pay: ₹12, ₹20,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Customer relationship management: 1 year (Required)

Work Location: In person