AiSensy - Manager - Customer Success (3-5 yrs)

About AiSensy:

AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.

Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing.

400cr+ WhatsApp Messages done between Businesses and Users via AiSensy.

Working with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah & more.

High Impact as Businesses drive 25-80% Revenues using AiSensy Platform.

Mission-Driven and Growth Stage Startup backed by Marsshot.

vc, Bluelotus.

vc & 50+ Angel Investors.

Role Overview:

- As a Customer Success Manager at AiSensy, you will be the bridge between the company and its clients, ensuring exceptional service delivery and driving client satisfaction.

- You will be responsible for onboarding new clients, improving retention, enabling growth through upselling opportunities, and assisting 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.

What We Offer:.

A vibrant and inclusive workplace culture.

Competitive salary and performance-based incentives.

Opportunities for professional growth and development.