Customer Success Expert

About the job

Job Title: Customer Success Expert • Office: Delhi • Location: Remote (may transition to Hybrid – Delhi) • Experience: 3+ years (strong client handling and coordination skills) • Note: Must have excellent communication skills Important Note This is currently a remote role, however, we may set up an office in Delhi in the near future, after which the role may transition into a hybrid working model. Additionally, this is a Customer Success role focused on retention, WhatsApp automation, and lifecycle marketing — not a customer support or helpdesk role. Please apply only if your experience aligns accordingly. Your Responsibilities • Design and implement customer retention and engagement strategies for refurbished smartphone customers. • Build WhatsApp automation workflows using platforms such as WATI for customer engagement. • Develop retargeting campaigns to encourage repeat purchases, upgrades, and device replacement cycles. • Create automated customer lifecycle journeys including onboarding, follow-ups, upgrade offers, and feedback collection. • Manage customer communication using WhatsApp opt-in tools and automation platforms. • Analyze customer behavior, purchase history, and engagement data to improve retention strategies. • Work closely with marketing, ecommerce, and operations teams to align customer engagement strategies. • Improve post-sale customer support processes and ensure high customer satisfaction. • Build scalable systems for managing large customer bases across multiple African markets. Candidate Requirement: • Minimum 3+ years of experience in customer success, retention, or lifecycle marketing roles. • Strong experience in WhatsApp automation, CRM tools, and customer engagement platforms. • Experience managing high-volume consumer customer engagement programs. • Strong analytical skills and ability to use customer data for decision-making. • Ability to work in fast-growing ecommerce or consumer technology environments. Culture At Us While we have been growing fast, we are still small enough that everyone makes a pivotal difference. We care less about hours worked and more about the outcome and the impact you make.