Customer Success Manager (CSM)

LimeChat; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Unlimited PTO / sick leave

Subsidised fitness membership

Free lunch and snacks

Annual company retreat

Bring your dog/cat to work

Job summary

LimeChat is looking for a Customer Success Manager to oversee the post-onboarding journey for its growth-stage clients. This role focuses on driving outcomes, optimising campaigns, and ensuring accounts achieve measurable business impacts. Ideal candidates should possess 1–3 years of customer-facing experience in a B2B or SaaS environment, strong communication skills, and a proactive mindset. Join a team that values ownership and innovation in conversational commerce.

Qualifications

• 1–3 years in a customer-facing role (Customer Success, Account Management, etc.) in a B2B or SaaS environment.
• Strong relationship-building and communication skills with stakeholders.
• Solid problem-solving skills and comfort with data analysis.

Responsibilities

• Own a portfolio of growth clients and ensure account health and satisfaction.
• Drive measurable value by aligning strategies with client goals.
• Run regular business reviews to present insights and next steps.
• Optimise client journeys and campaigns for better performance.
• Educate clients on best practices and new features.
• Monitor account health metrics and intervene to prevent churn.
• Coordinate with internal teams to resolve client issues.
• Advocate for customers internally to influence product improvements.
• Support expansion and renewals in collaboration with Sales.

Skills

Relationship-building and communication skills

Problem-solving and decision-making

Data handling

Managing multiple accounts and priorities

Technical concepts (APIs, integrations)

Job description

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.

We’re a tight-knit crew that moves fast, sweats the details, and owns outcomes. If that sounds like your vibe, you’ll feel right at home.

What are we looking for?

At LimeChat, we’re looking for a high-ownership Customer Success Manager (CSM) 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.

If you 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: Be the primary owner for a set of D2C / growth accounts—account health, adoption, and satisfaction start and end with you.
• Drive measurable value: 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.

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