AGM - Customer Success

About the job

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 150,000+ businesses to grow their revenues through WhatsApp. Our customers include leading brands such as Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco. • 800+ Crore WhatsApp messages exchanged annually • Businesses drive 25-80% of their revenue using AiSensy • Backed by Marsshot.vc, Bluelotus.vc & 50+ angel investors • We are building the future of WhatsApp-led customer engagement—and customer happiness is at the center of everything we do. The Opportunity: As AGM - Customer Success, you will own the end-to-end customer lifecycle across onboarding, adoption, retention, expansion, and collections. This is a leadership role responsible for driving customer outcomes at scale, managing senior client relationships, and building high-performing Customer Success teams and processes. You will act as the strategic bridge between customers, product, sales, and leadership. Key Responsibilities: 1. Customer Success Ownership & Strategy • Own customer retention, expansion, and overall account health across key segments. • Define and execute customer success strategies aligned to client business goals and revenue outcomes. • Proactively monitor customer health metrics to identify churn risks and growth opportunities. 2. Client Onboarding & Relationship Management • Oversee and optimize customer onboarding journeys to ensure fast time-to-value. • Build and maintain strong relationships with senior stakeholders across client organizations. • Act as an escalation point for high-impact or strategic accounts. 3. Product Adoption & Enablement • Drive product adoption and feature usage through structured enablement programs. • Lead client training initiatives, workshops, and success playbooks. • Ensure customers extract measurable ROI from the AiSensy platform. 4. Escalation & Cross-functional Management • Own resolution of complex customer escalations, coordinating with Product, Tech, and Support teams. • Ensure proactive issue resolution and clear communication with customers. • Represent customer feedback internally and influence product roadmap decisions. 5. Revenue Expansion & Payment Collections • Drive upsell and cross-sell opportunities in collaboration with Sales teams. • Own payment follow-ups and collections for assigned accounts, ensuring minimal revenue leakage. • Maintain accurate tracking of renewals, invoices, and outstanding payments. 6. Customer Insights, Reporting & Leadership Communication • Track and analyze key success metrics such as NPS, CSAT, churn, expansion revenue, and usage trends. • Deliver monthly and quarterly business reviews (MBRs/QBRs) to clients highlighting performance and ROI. • Present customer insights, risks, and growth plans to senior leadership. 7. Team Leadership & Process Excellence • Build, mentor, and manage Customer Success Managers and Account Managers. • Define playbooks, SOPs, and success frameworks to scale CS operations. • Drive a culture of ownership, accountability, and customer-first thinking.

Requirements

• Customer Success Strategy
• Client Relationship Management
• Cross-functional Management
• Team Leadership

Qualifications

• Bachelor's degree required
• 7-10 years of experience in Customer Success

Preferred Technologies

• Customer Success Strategy
• Client Relationship Management
• Cross-functional Management
• Team Leadership

Benefits

• Competitive compensation
• Performance-linked incentives
• Strong learning and career growth opportunities

About the company

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering over 150,000 businesses to grow their revenues through WhatsApp, emphasizing customer success and engagement.