Customer Success Executive

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform enabling businesses to drive customer engagement, retention, and revenue growth through WhatsApp.

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

Leading brands including Adani Group, Delhi Transport Corporation, Godrej Group, Aditya Birla Hindalco, Wipro, Asian Paints, Vivo, PhysicsWallah, India Today Group, Yakult, Skullcandy, and Cosco trust AiSensy to grow their business through WhatsApp.

Businesses using AiSensy generate 25–80% of their revenue through WhatsApp-powered customer engagement.

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

About the Role

We are looking for a Customer Success Executive who is passionate about helping customers achieve measurable business outcomes through AiSensy's platform.

In this role, you will be responsible for ensuring a seamless customer journey—from onboarding and product adoption to customer engagement, renewals, and account growth. You will work closely with customers to maximize platform adoption, improve customer satisfaction, reduce churn, and identify opportunities for upselling and cross-selling.

This role is ideal for someone who enjoys building long-term customer relationships, solving business problems, and driving customer success in a fast-paced SaaS environment.

Key Responsibilities

Customer Onboarding & Activation

• Guide new customers through a smooth onboarding and implementation process.
• Help customers successfully set up and configure the AiSensy platform.
• Ensure customers achieve their first value and become active users within defined onboarding timelines.
• Deliver an exceptional onboarding experience that sets customers up for long-term success.

Customer Success & Relationship Management

• Build and maintain strong relationships with key customer stakeholders.
• Serve as the primary point of contact for customer queries, product guidance, and account support.
• Understand customer business goals and recommend best practices to maximize platform value.
• Conduct regular business reviews and customer check-ins to ensure continued success.

Product Adoption & Customer Engagement

• Drive product adoption by conducting training sessions, demos, and product walkthroughs.
• Monitor platform usage and customer health metrics to identify adoption gaps.
• Proactively engage customers showing low activity or declining usage.
• Educate customers on new product features, automation capabilities, and industry best practices.

Customer Retention & Growth

• Identify potential churn risks and proactively implement retention strategies.
• Support renewal conversations by demonstrating platform value and ROI.
• Identify upselling and cross-selling opportunities and collaborate with the Sales or Account Management team to drive account expansion.
• Contribute to improving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

Customer Support & Escalation Management

• Coordinate with Product, Engineering, and Support teams to resolve customer issues promptly.
• Manage customer escalations professionally and ensure timely resolution.
• Keep customers informed through proactive communication until issues are resolved.

Customer Insights & Reporting

• Track customer health scores, product adoption, engagement, and satisfaction metrics.
• Collect customer feedback and share actionable insights with Product and Engineering teams.
• Prepare customer reports highlighting platform usage, campaign performance, and growth opportunities.
• Maintain accurate customer records and interactions within CRM systems.

Payment & Renewal Coordination

• Coordinate with customers and the Finance team to ensure timely invoice payments and renewal processes.
• Assist in maintaining accurate payment and account records.

Required Qualifications

• Bachelor's degree in Business, Marketing, Commerce, or a related field.
• 1–3 years of experience in Customer Success, Account Management, Customer Support, or SaaS Sales.
• Experience working in a B2B SaaS or technology company is preferred.
• Strong communication, presentation, and relationship management skills.
• Experience using CRM platforms such as HubSpot, Salesforce, Zoho CRM, or similar tools.
• Strong analytical and problem-solving abilities.
• Ability to understand customer business requirements and translate them into platform value.
• Excellent organizational and stakeholder management skills.
• Comfortable working in a fast-paced startup environment.

Preferred Qualifications

• Experience in Customer Success within SaaS, MarTech, CRM, or Customer Engagement platforms.
• Familiarity with WhatsApp Business API or customer communication platforms.
• Experience with customer support tools such as Intercom, Zendesk, Freshdesk, or similar.
• Exposure to customer onboarding, renewals, upselling, and cross-selling.
• Basic understanding of marketing automation and customer engagement workflows.

What Success Looks Like

• Deliver exceptional onboarding experiences with faster customer activation.
• Drive high product adoption and customer engagement across accounts.
• Build trusted customer relationships resulting in higher satisfaction and retention.
• Identify account growth opportunities through upselling and cross-selling.
• Consistently achieve customer health, renewal, and retention targets.
• Maintain high CSAT and NPS while reducing customer churn.

Why Join AiSensy?

• Join one of India's fastest-growing WhatsApp-first SaaS companies.
• Work with leading brands across multiple industries.
• Make a direct impact on customer growth, retention, and business success.
• Learn from a high-performing team in a fast-paced startup environment.
• Competitive salary with performance-based incentives and excellent career growth opportunities.