Customer Success Associate

Heyhomie; Bengaluru; On-site; INR 540,000 - 660,000; Full time

Job summary

Heyhomie in Bangalore (onsite) seeks a Customer Success Associate with 1–3 years of SaaS experience to own a wallet of seller accounts through onboarding, activation, adoption, renewal and growth.

You will conduct onboarding calls to get stores live, perform walkthroughs, and maintain weekly touchpoints to prevent churn while guiding sellers toward expansion opportunities.

Qualifications

• 1–3 years of Customer Success experience in a SaaS company.
• Proven ability to move metrics: retention, expansion, and renewal.
• Excellent communication in Hindi and English, spoken and written.
• Familiarity with CRM/helpdesk tools (Freshdesk, Intercom, HubSpot, Zoho or similar).

Responsibilities

• Own a book of sellers across onboarding to renewal and growth.
• Onboard to activation: run setup calls, share screens, and guide first orders.
• Monitor activation milestones and intervene when sellers drift.
• Drive feature adoption and identify expansion opportunities across plans.
• Lead renewal conversations with confidence and clarity.

Skills

Hindi

English

Customer service

Tools

Freshdesk

Intercom

HubSpot

Zoho

Job description

Customer Success Associate

Apply for this role We reply within 7 working days.

Location: Bangalore (in-office)

Work model: On-site

Type: Full-time

Experience: 1-3 years

CTC: 6 LPA

Reports to: Operations Lead

The brief

This is not a respond to tickets and close them role. This is a role for someone who actually wants to make a homepreneur s business work.

Our sellers are not large enterprise teams with internal ops. They are individuals, often running their business solo, building something they care about deeply.

When they reach out, they need someone who picks up, listens, understands the actual problem (not the surface one), and gets it solved. Sometimes that is a five-minute fix. Sometimes it is three follow-ups across two days. That is the work - high-touch, hands-on, end-to-end.

As a Customer Success Associate, you will own a book of sellers across the full lifecycle: onboarding to activation to adoption to renewal to growth. Some accounts will be pre-assigned to you. Others will come through round robin. Either way, once an account is yours, it is yours.

What you will own

Once an account is yours, it is yours.

Onboarding & Activation

• Drive new sellers from signup to first active store, first product live and first order on the platform
• Run setup calls, screen shares and walkthroughs - do not just send a link and hope
• Identify and clear onboarding blockers within hours, not days
• Track activation milestones and intervene the moment a seller starts drifting

Adoption, Retention & Renewal

• Build a working rhythm with every account - weekly, fortnightly or monthly cadence depending on the seller
• Drive feature adoption proactively. Sellers will not always know what they are missing. You tell them
• Spot churn signals early and act on them before the seller has to escalates
• Own renewal conversations with confidence, not as an afterthought at the end of the month

Growth & Expansion

• Identify upgrade opportunities across plans, add-ons and product modules
• Pitch and close expansion revenue without being pushy - by tying it to real seller outcomes
• Build genuine relationships, the kind where sellers refer other sellers without you asking

Voice of Customer

• Be the bridge between the seller and our product, tech and operations teams
• Surface patterns. If three sellers said the same thing this week, that is signal worth flagging
• Document, categorise and prioritise feedback so the right teams can act on it

A week in your shoes

Not the only way the week runs. Just a flavour.

Monday

You start by reviewing your account book. Who got onboarded last week. Who has not logged in for 5+ days. Whose renewal is coming up in the next 30 days. Block your week accordingly.

Tuesday

Two onboarding calls scheduled. One seller selling sarees from her home in Pune. Another running a custom-cake business from Bangalore. Both need different things. You adjust.

Wednesday

A seller on the basic plan is asking about WhatsApp broadcast features. You notice they have over 1,200 contacts. Clean upgrade conversation - you pitch the premium plan, walk them through it, get the upgrade closed.

Thursday

A frustrated seller calls. Payment integration broke right in the middle of festive sales. You stay with them on call, loop in tech, follow through every 30 minutes until it is resolved. Then call back the next day to make sure it is still working.

Friday

You log everything from the week into the CRM. Tag the patterns. Send your weekly note to the Operations Lead. Spot the one account that needs a save plan for next week.

Some weeks will be heavier. Some weeks will be lighter. Either way, the goals do not shift.

What we measure

Transparent. Every month.

You will see these numbers. We will see them. The point is improvement every month, not perfection on day one.

01 Onboarding-to-activation rate within your book

02 Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)

03 Churn rate, with extra weight on early-stage churn

04 First response time and resolution time

05 CSAT scores

06 Expansion revenue contribution

Who we re looking for

Not someone with just Customer Success on their resume.

• 1-3 years of Customer Success experience in a SaaS company - ideally one that worked with small businesses or SMBs
• Has actually moved numbers in their last role: improved retention, recovered churn, closed expansion - and can talk about it specifically, with numbers and stories. Not just job descriptions
• Goal-driven in the real sense. Not someone who hits targets only when pushed, but someone who sets their own bar higher than what we would set for them
• Has patience. Real patience. The kind that does not crack when a seller calls for the fourth time about the same issue
• Meticulous. Follows up when they say they will. Closes loops. Does not let things slip through the cracks
• Communicates clearly in Hindi and English, both spoken and written
• Knows their way around a CRM or helpdesk tool (Freshdesk, Intercom, HubSpot, Zoho, or similar)
• Believes in the get-it-done mindset, not the talk-about-it mindset

You should apply if

• + You have done Customer Success or account management for an Indian SaaS or SMB-focused product before, and you have stories that show you actually cared about the customer
• + You enjoy the high-touch, hands-on style of work - picking up the phone, doing the screen share, owning the outcome
• + You are hungry to learn the WhatsApp and Instagram commerce space, one of the fastest-growing categories in Indian SaaS right now
• + You want to be part of a small team where your work is visible, your wins are seen and your gaps are addressed honestly
• + You can sit in our Bangalore office five days a week and prefer working with a team in the same room over working alone from a screen

Do not apply if

• - You think Customer Success is just replying to tickets
• - You want a 9-to-5 where you log off the moment the clock hits
• - You have not actually owned numbers in your past role, and your CV is mostly responsibilities, not outcomes
• - You are uncomfortable with high-touch work. Some sellers will need multiple calls. Some will be anxious. Some will be first-time founders. Patience is non-negotiable
• - You are looking for a remote-first or fully remote role

Added advantages

Bonus, not blockers.

• A regional language on top of Hindi and English (Tamil, Marathi, Bengali, Telugu, Kannada, Gujarati or similar)
• Past experience in a similar industry: WhatsApp commerce, e-commerce enablement, Shopify-style platforms, payment or shipping SaaS, or any SMB-focused SaaS in India
• Working knowledge of automation tools like Zapier, Make, n8n or any workflow automation platform - even hobby-level usage counts. Mention it
• Familiarity with the WhatsApp Business API or Meta s broader ecosystem