Customer Success Manager

Wati; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading conversational platform company in Gurugram is seeking a Customer Success Manager to build strong relationships and drive customer satisfaction. The ideal candidate will have 5-8 years of experience in customer success or account management within the B2B SaaS sector. Responsibilities include onboarding customers, managing relationships, and driving renewals. This role demands excellent communication skills and a strong customer orientation.

Qualifications

• 5-8 years of experience in customer success, account management, or a related role, preferably within B2B SaaS.
• Strong customer orientation with a proven ability to build and maintain relationships.
• Demonstrated track record of achieving customer satisfaction and retention.

Responsibilities

• Guide new customers through the onboarding process.
• Build and maintain strong, long-lasting relationships with customers.
• Develop and execute customer success plans to ensure desired outcomes.
• Monitor and analyze customer usage data for improvements.
• Proactively identify and resolve customer issues.
• Drive customer renewals and retention.
• Gather and communicate customer feedback for product development.
• Identify and nurture account expansion opportunities.

Skills

Relationship management

Stakeholder engagement

Analytical skills

Problem-solving

Communication skills

Education

Bachelor's degree in Business, Marketing, or related field

Tools

CRM software

Customer success platforms

Job description

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth. Trusted by over 14,000 customers across 100+ countries, Wati is the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice. In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients.

Our Platform

The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships

Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

Customer Success Manager

WATI is leading the next paradigm shift in CPaaS computing and is looking for a dynamic and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong relationships with customers, a deep understanding of customer needs, and a proven track record of driving customer satisfaction and retention. As a Customer Success Manager, you will be the primary point of contact for our customers, helping them to achieve their goals and maximize the value of our solutions.

Key Responsibilities

• Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions.
• Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company.
• Customer Success Planning: Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes.
• Product Adoption and Utilization: Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products.
• Issue Resolution: Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions.
• Renewals and Retention: Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges.
• Customer Feedback: Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience.
• Advocacy and Growth: Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.

Requirements

• Bachelor's degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus.
• 5-8 years of experience in customer success, account management, or a related role, preferably within B2B SaaS industry.
• Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience.
• Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus.
• Strong customer orientation with a proven ability to build and maintain customer relationships.
• Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
• Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support.
• Demonstrated track record of achieving customer satisfaction, retention, and growth targets.

Note - Shift time - EMEA