Head of Customer Success

AiSensy; Gurugram District; On-site; INR 4,000,000 - 8,000,000; Full time

Benefits offered by this job

Work directly with founders and senior leaders

Make a real impact on businesses

Career growth in a customer-focused organization

Impact on WhatsApp-driven revenue

Career growth

Job summary

A fast-growing SaaS startup is seeking a Customer Success Leader in Gurugram, India. This role involves leading the Customer Success & Support function, driving customer satisfaction metrics, and building systems for scaling operations. Applicants should have 8-10 years of experience in customer success, with a strong focus on data-driven decision-making and process improvements. Join a mission-driven team and make a significant impact in customer-driven growth through WhatsApp.

Qualifications

• 8-10 years in customer success or account management with 3+ years leading large CS teams.
• Experience designing KPI frameworks and reporting structures for CS teams.
• Proven track record of expansion revenue at a SaaS company.
• Proven track record owning NRR and expansion revenue in SaaS.
• Data-driven with cohort analysis experience.
• Ability to build customer education programs and playbooks.
• Comfortable in a fast-moving startup with scalable SOPs.
• Strong communication and stakeholder management.

Responsibilities

• Lead and scale a high-performing Customer Success & Support function.
• Own customer satisfaction metrics end-to-end.
• Build systems and processes for a rapidly scaling SaaS business.
• Build systems and processes for scaling SaaS business.
• Activate and revenue growth across SMB and mid-market.
• Own NRR, MRR, expansion MRR, CSAT, and time-to-value.
• Lead CS team hiring and performance management.
• Define KPIs, health scores, expansion quotas, renewals.
• Establish reporting structures and escalation layers.
• Run regular leadership Cadences and provide honest commentary.

Skills

Customer-first attitude

Strong analytical mindset

Leadership in Customer Success

Process driven mindset

Process improvement

SaaS domain knowledge

Customer advocacy

Strategic thinking

Tools

Intercom

Freshdesk

MyOperator

Job description

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 210,000+ businesses to grow their revenues through WhatsApp. Our customers include leading brands such as Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco.

• 800+ Crore WhatsApp messages exchanged annually
• Businesses drive 25–80% of their revenue using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 50+ angel investors
• We are building the future of WhatsApp-led customer engagement—and customer happiness is at the center of everything we do.

The Opportunity

This is a leadership role for someone who is passionate about customer experience, process excellence, and team building.

You will:

• Lead and scale a high-performing Customer Success & Support function
• Work closely with founders, product, and tech teams
• Own customer satisfaction metrics end-to-end
• Build systems and processes for a rapidly scaling SaaS business

Key Responsibilities

• Activation & revenue growth across all SMB and mid-market accounts.
• Owning NRR, MRR, expansion MRR, CSAT, and time-to-value across the customer base.
• Leadership of Customer Success Team and hiring high performing talent on a continuous basis.
• Defining individual and team KPIs - activity targets, portfolio health scores, expansion quotas, and renewal rates and giving every CSM a clear, achievable path to hit them.
• Building a reporting structure within the CS team - team leads, pods, and escalation layers so the organisation scales without everything landing on your desk.
• Running a weekly, monthly, and quarterly reporting cadence to leadership - clean metrics, honest commentary, and a clear view of what's working and what isn't.
• Building customer health dashboards that give the team real-time visibility on activation, adoption, and churn risk.
• Creating industry-specific success playbooks (e-commerce, edtech, fintech, D2C, etc) that customers can implement to grow on WhatsApp.
• Running webinars, onboarding sessions, and product education programs to drive deeper adoption across the base.
• Designing a proactive churn early-warning system using usage data and customer health scores.
• Building scalable processes and automation that let CSMs manage larger books of business without sacrificing quality.
• Establishing a Voice of Customer program that feeds insights into product, marketing, and leadership.
• Turning top customers into advocates - references, case studies, and community

Qualifications & Experience

• 8–10 years in customer success or account management with 3+ years leading large CS teams.
• Experience designing KPI frameworks, performance scorecards, and reporting structures for CS teams.
• Proven track record of owning NRR and expansion revenue at a SaaS company.
• Strong analytical mindset - you run on customer health data and cohort analysis, not gut feel.
• Experience building playbooks and customer education programs that actually get used.
• Comfortable in a fast-moving startup - you build structure without creating bureaucracy.
• Structured thinker who sees SOPs as a leadership tool, not a chore.
• Familiarity with support tools such as Intercom, MyOperator, Freshdesk, etc.
• Customer-first attitude with a passion for solving problems and turning feedback into brand advocacy.
• Process driven mindset and a knack of continuous improvement to improve efficiency.

Why Join AiSensy?

• Be part of a fast-growing, mission-driven SaaS startup
• Work directly with founders and senior leaders
• Own and shape the customer experience at scale
• Make a real impact on businesses generating significant revenue via WhatsApp
• Grow your career in an organization where customer satisfaction is a top priority