Customer Success Manager - B2B SaaS (SMB)

Goodfit; Minnesota; Hybrid; USD 6,200 - 12,000; Full time

Benefits offered by this job

Hybrid work model

Hadapsar office

Three in-office days

Senior team visibility

Job summary

WANotifier is a B2B SaaS WhatsApp marketing platform and Meta Tech Partner. We are hiring our first dedicated Customer Success hire to own activation and onboarding.

You will run onboarding calls, assist with WhatsApp Business API integration, and back up support while talking to customers globally. This hybrid role is based in Pune with a three-days-in-office schedule.

Qualifications

• 2-3 years in customer success, onboarding, implementation, or technical support in B2B SaaS for SMBs.
• Technical background with APIs, integrations, and configuration; engineering education is a strong plus.
• Ability to guide non-technical business owners through API setups and settings.

Responsibilities

• Run onboarding calls to activate new customers via WhatsApp Business API and related setup.
• Reduce drop-offs and no-shows by setting expectations and reliable follow-ups.
• Back up the support chat queue and handle questions requiring a human.
• Take inbound call bookings, qualify fit, answer setup/pricing questions, help customers start.
• Drive retention and expansion by proactive outreach and showing ongoing value.
• Document common blockers into playbooks, help articles, and product feedback.

Skills

Customer success

Onboarding

API integrations

Technical support

Clear communication

Education

Engineering degree or equivalent technical education

Tools

WhatsApp Business API

Meta Business Manager

Marketing automation tools

WooCommerce/WordPress ecosystem

Job description

Location: Hadapsar, Pune, India (Hybrid)
Experience: 2-3 years
Type: Full-time
Salary: ₹6-12 LPA

About The Role

This is our first dedicated Customer Success hire, and it owns the moment that decides whether a new signup becomes a paying, long-term customer: activation.

Most new users hit a wall at WhatsApp Business API setup and the Meta embedded signup step. Getting them through it, with patience, clarity, and genuine technical hand-holding, is where retention is won or lost. You'll own that onboarding journey end to end, and you'll also help retain and expand the customers who get value early.

You’ll spend most of your day on calls and chat: roughly 8 to 10 onboarding and customer calls daily, plus backing up the live support queue. Because you’ll talk to prospects and customers across the globe, comfort working with international (UK, EU, GCC) accounts and clear spoken English are important.

What You’ll Do

• Run onboarding calls that get new customers fully activated, through WhatsApp Business API connection, Meta embedded signup, first broadcast or automation, and early value.

• Reduce drop-off and no-shows at the setup stage by setting expectations before the call and following up reliably after it.

• Back up the support chat queue alongside our support teammate and AI assistant, handling the questions that need a human.

• Take inbound call bookings for prospects who haven't signed up yet, qualifying fit, answering setup and pricing questions, and helping the right customers get started.

• Drive retention and expansion by spotting customers who are stalling, reaching out proactively, and helping them get back to value.

• Document what works, turning repeated questions and blockers into playbooks, help articles, and product feedback for the team.

• Be the voice of the customer internally, flagging patterns to product and founder so we fix root causes, not just tickets.

What We’re Looking For

• 2-3 years in customer success, onboarding, implementation, or technical support, ideally in B2B SaaS serving SMBs.

• A technical background. Our onboarding gets technical, so you should be comfortable with APIs, integrations, and configuration. Hands-on experience with technical products is essential, and an engineering degree (or equivalent technical education) is a strong plus.

• The ability to walk a non-technical business owner through an API setup, integrations, or a settings screen without losing them.

• Clear, calm spoken and written English; confident on video calls with international customers.

• Genuine curiosity about the customer's business and why they're using WhatsApp, not just closing the ticket.

• Self-directed and organized. We're a lean team; you'll own your queue and outcomes without heavy oversight.

• Bonus: familiarity with WhatsApp Business API, Meta Business Manager, or marketing automation tools.

• Extra Bonus: Familiarity with WooCommerce/WordPress ecosystem

Success in This Role

In your first 90 days, you'll measurably improve:

• Activation rate, the share of new signups who complete API setup and reach first value.

• Call show-up rate, fewer no-shows on booked onboarding calls.

• Early retention, fewer customers churning in their first few months.

• Response quality on the support chat you back up.

Compensation & Setup

• Competitive salary in the ₹6-12 LPA range, based on experience.

• Hybrid working out of our Hadapsar, Pune, MH office.

• 3 days work from office, 2 days work from home

• A small, senior team where your work is visible and your input shapes the product.

About WANotifier

WANotifier is a B2B SaaS WhatsApp marketing and automation platform, and an official Meta Tech Partner built on the WhatsApp Business API.

We help SMBs around the world send WhatsApp marketing campaigns, automate messaging with customers with auto-replies, bot workflows, drip sequences etc, and help them integrate WhatsApp with their website, CRM and 3rd party tools. We offer transparent pricing no 0% markup on WhatsApp API charges.

We’re trusted by customers like BITS Pilani, True Hope Foundation, ISKCON, Abu Dhabi Golf Club, the Irish Cancer Society, and many more. We’re rated 4.8 stars from 170+ reviews on Trustpilot, and we’ve raised a pre‑seed round of funding from TinySeed. We’re a small, focused team that ships fast and treats customer outcomes as the product.

Note:WANotifier Inc is the parent company based out of Delaware, USA. You’ll be employed by our Indian entityFantastech Solutions Pvt Ltdlocated in Pune, MH.