Customer Success Executive

AiSensy · India

About AiSensy

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

Trusted by 250,000+ businesses , AiSensy facilitates 800+ crore WhatsApp messages annually between businesses and their customers.

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 combines strong customer relationship skills with a good understanding of SaaS products, APIs, integrations, and technical troubleshooting .

You will manage customers throughout their lifecycle—from onboarding and technical setup to product adoption, retention, renewals, and account expansion .

The ideal candidate should be comfortable understanding technical customer requirements, troubleshooting basic integration issues, working with APIs/webhooks, and collaborating with Engineering and Product teams when deeper technical intervention is required.

Key Responsibilities

Customer Onboarding & Technical Implementation

• Own customer onboarding from initial setup through activation.
• Understand customer business requirements and translate them into AiSensy platform configurations.
• Assist customers with WhatsApp Business Platform setup, account configuration, campaigns, automation, and integrations .
• Conduct product demos, technical walkthroughs, and training sessions.
• Ensure customers successfully achieve their first business outcome on the platform.

Technical Product Support

• Help customers troubleshoot product and configuration-related issues.
• Understand and diagnose basic issues involving APIs, webhooks, integrations, authentication, and data flow .
• Analyze error messages, API responses, screenshots, logs, and customer workflows to identify possible root causes.
• Reproduce issues where required before escalating them to Engineering.
• Clearly communicate technical issues and resolutions to customers in simple language.

API & Integration Understanding

• Develop a working understanding of REST APIs, methods, JSON, webhooks, API authentication, and status codes .
• Assist customers with third-party integrations and API-related requirements.
• Use tools such as Postman or equivalent tools for basic API validation and troubleshooting.
• Coordinate with Engineering teams for complex API, integration, or platform issues.
• Ensure technical escalations contain complete reproduction steps and relevant information.

Product Adoption

• Drive adoption of AiSensy's features, automation capabilities, campaigns, integrations, and engagement workflows.
• Monitor customer usage and identify adoption gaps.
• Proactively engage customers with low activity or declining usage.
• Educate customers on product capabilities and best practices.
• Recommend relevant features based on customer use cases.

Customer Success & Retention

• Build strong relationships with customer stakeholders.
• Understand customer goals, challenges, and expected business outcomes.
• Monitor customer health and proactively identify churn risks.
• Develop retention strategies for at-risk accounts.
• Ensure customers consistently derive measurable value from AiSensy.

Account Growth

• Identify upselling and cross-selling opportunities based on customer usage and requirements.
• Recommend relevant plans, features, integrations, and solutions.
• Collaborate with Sales/Account Management teams to drive expansion.
• Contribute toward account revenue growth and retention targets.

Technical Escalation Management

• Own customer escalations until resolution.
• Coordinate with Engineering, Product, Support, and Sales teams.
• Track issues against SLAs and ensure timely customer communication.
• Identify recurring technical issues and share insights with Product and Engineering.
• Contribute to FAQs, troubleshooting documentation, and knowledge bases.

Customer Data & Reporting

• Monitor customer health, usage, adoption, campaign performance, and engagement metrics.
• Use CRM and product data to identify customer risks and opportunities.
• Maintain accurate customer records, interactions, technical issues, and resolutions.
• Prepare reports highlighting customer performance and opportunities for improvement.

Renewals & Payments

• Support renewal conversations by demonstrating product value and ROI.
• Coordinate with Finance and customers for timely payments and renewals.
• Maintain accurate account and renewal information.

Required Qualifications

• Bachelor's degree in Business, Technology, Engineering, Commerce, or a related field.
• 2+ years of experience in Customer Success, Technical Customer Success, SaaS Support, Product Support, Account Management, or a similar role.
• Experience working with B2B SaaS / technology products .
• Strong understanding of SaaS products and customer workflows.
• Basic understanding of REST APIs, JSON, methods, webhooks, and API authentication .
• Ability to perform basic technical troubleshooting.
• Comfortable using tools such as Postman, CRM platforms, and support tools .
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Ability to explain technical concepts to non-technical customers.
• Strong ownership of customer issues from identification through resolution.

Preferred Qualifications

• Experience with WhatsApp Business API / WhatsApp Business Platform .
• Experience with BSPs, CPaaS, CRM, MarTech, conversational AI, or customer engagement platforms .
• Experience troubleshooting third-party integrations.
• Familiarity with Postman, webhooks, APIs, JSON, OAuth/API tokens .
• Exposure to Zapier, Make, n8n , or similar automation platforms.
• Basic knowledge of SQL/database concepts .
• Experience with Intercom, Zendesk, Freshdesk, HubSpot, Salesforce, or Zoho CRM .
• Experience working closely with Engineering/Product teams.

Key Performance Metrics

• Customer Activation Rate
• Time to First Value
• Product Adoption
• Customer Health Score
• CSAT / NPS
• Churn Rate
• Renewal Rate
• GRR / NRR
• Upsell & Cross-Sell Revenue
• First Contact Resolution
• Technical Escalation Resolution Time
• SLA Adherence

What Success Looks Like

• Customers are technically and successfully onboarded within defined timelines.
• Customers quickly achieve their first business outcome.
• Technical issues are diagnosed accurately before escalation.
• Product adoption and engagement continuously improve.
• At-risk accounts are identified and retained proactively.
• Customers renew and expand their usage of AiSensy.
• Technical escalations are clear, complete, and resolved quickly.
• Customer satisfaction remains consistently high.

Why Join AiSensy?

• Work with a high-scale SaaS platform serving 250,000+ businesses .
• Gain hands-on exposure to WhatsApp APIs, SaaS integrations, automation, and customer engagement technology .
• Work closely with Product, Engineering, Sales, Support, and leadership teams.
• Combine technical problem-solving with customer relationship management .
• Directly contribute to customer retention, expansion, and revenue growth.
• Build your career in a fast-growing technology startup.