Customer Success Manager (CSM)

About the job

Link to Apply is at the bottom of the JD. Please read the requirements carefully before applying. About LimeChat At LimeChat, we’re on a mission to revolutionize conversational commerce by enabling human-level interactions on WhatsApp. Backed by top-tier investors such as Stellaris, Titan, Pi Ventures and part of Y Combinator W21, we already power 500+ leading brands—including Mahindra, HUL, ITC, and Mamaearth. Our next frontier: enterprise verticals like BFSI, Health, Auto, and Retail. We’re shipping cutting-edge GenAI agents that automate and personalise millions of customer journeys every single day. Our founders are Computer Science alumni from IIT Delhi with a specialization in AI and have been recognized as Forbes 30 Under 30 honorees for their groundbreaking work. Their vision and leadership drive us to build the best products in the industry. Some Quotes We Live By: “It’s okay to fail. It’s not okay to not try.” “Do the right thing when others are not looking.” What are we looking for? At LimeChat, we’re looking for a high-ownership Customer Success Manager (CSM) Be The Primary Owner For a Set Of D2C / Growth Accounts—account Health, Adoption, And Satisfaction Start And End With You. Drive Measurable Value to own the post-onboarding journey for our growth-stage clients. You’ll be responsible for driving outcomes, not just answering tickets —shaping strategy, optimising campaigns, and making sure every account sees tangible business impact from LimeChat across revenue, automation, and CX. You’ll be their go-to partner for conversational commerce on WhatsApp and chat. You’ll enjoy working closely with fast-growing brands, making data-backed decisions, and turning insights into real business results, you’ll love this role. Responsibilities: Own a portfolio of growth clients: Understand client goals (revenue, repeat purchase, support deflection, CSAT) and design strategies on LimeChat to hit them. Run regular reviews: Lead Monthly/quarterly Business Reviews To Present Performance, Insights, And Next Steps; Align On Experiments And Roadmap For Each Account. Optimise Journeys & Campaigns Work with our internal teams to configure and iterate on WhatsApp flows, automation journeys, and campaigns to improve conversions and retention. Be the product expert clients trust: Educate Customers On Best Practices, New Features, And Use Cases; Proactively Suggest What They Should Do Next, Not Just What’s Possible. Monitor Account Health Track adoption, key metrics, and product usage; spot early signs of risk and intervene before they turn into churn. Coordinate problem-solving: Partner with Support, Product, and Engineering to get issues resolved quickly and communicate clearly with clients throughout. Advocate for customers internally: Bring Structured Feedback And Patterns From Your Accounts To Product & GTM Teams To Influence Roadmap And Improvements. Support Expansion & Renewals: Work with Sales/Leadership on upsell, cross-sell, and renewal motions by showcasing impact and unlocking new use cases. Must-haves: 1–3 years in a customer-facing role such as Customer Success, Account Management, Onboarding, or similar in a B2B or SaaS environment. Strong relationship-building and communication skills– you can build trust with CX/Marketing leaders and keep multiple stakeholders aligned. Solid problem-solving and decision-making– you can break down issues, find root causes, and propose clear, practical solutions. Comfortable working with data– pulling numbers from dashboards/Sheets, interpreting trends, and using them in conversations with clients. Ability to manage multiple accounts and priorities without dropping the ball—good with structure, follow-ups, and documentation. Basic comfort with technical concepts (APIs, integrations, events) and a willingness to dig into how things actually work under the hood (you don’t have to be an engineer). High ownership and a proactive, client-first mindset– you don’t wait for clients to complain to take action. Comfortable working in a fast-paced startup with evolving processes and playbooks. Nice-to-have: Experience managing D2C, ecommerce, or growth-stage brands. Exposure to CX / Martech / CRM / support products (e.g., email/marketing automation tools, helpdesks, CRMs). Familiarity with WhatsApp Marketing, Conversational Commerce, Or Chatbot/AI Tools. Experience Running A/B tests, experiments, or growth initiatives with clients. Tools You’ll Use: Notion• Slack• Google Sheets / Docs• Freshdesk / HubSpot or similar• Analytics dashboards• Jira / Internal tools. Growth Path: Year 1: Successfully Manage a Portfolio Of Growth Accounts, Deliver Strong Retention And NRR, And Build Repeatable Playbooks For Reviews, Strategy, And Execution. Year 2+: Grow into Senior CSM, own a key segment/region, or transition into Enterprise CSM, Onboarding, or Product/Growth roles depending on your strengths. Benefits: Unlimited PTO / sick leave Subsidised fitness membership Free lunch and snacks Annual company retreat Bring your dog/cat to work 🐶

Requirements

• Customer Success
• D2C Accounts
• Data-driven
• Relationship Building
• Communication Skills

Preferred Technologies

• Customer Success
• D2C Accounts
• Data-driven
• Relationship Building
• Communication Skills

Benefits

• Unlimited PTO / sick leave
• Subsidised fitness membership
• Free lunch and snacks
• Annual company retreat
• Bring your dog/cat to work

About the company

LimeChat is on a mission to revolutionize conversational commerce by enabling human-level interactions on WhatsApp. Backed by top-tier investors and part of Y Combinator W21, LimeChat powers over 500 leading brands and aims to create cutting-edge GenAI agents that automate and personalise customer journeys.