Assistant General Manager Customer Success

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 150,000+ 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

As AGM – Customer Success, you will own the end-to-end customer lifecycle across onboarding, adoption, retention, expansion, and collections.

This is a leadership role responsible for driving customer outcomes at scale, managing senior client relationships, and building high-performing Customer Success teams and processes.

You will act as the strategic bridge between customers, product, sales, and leadership.

Key Responsibilities

1. Customer Success Ownership & Strategy

• Own customer retention, expansion, and overall account health across key segments.
• Define and execute customer success strategies aligned to client business goals and revenue outcomes.
• Proactively monitor customer health metrics to identify churn risks and growth opportunities.

2. Client Onboarding & Relationship Management

• Oversee and optimize customer onboarding journeys to ensure fast time-to-value.
• Build and maintain strong relationships with senior stakeholders across client organizations.
• Act as an escalation point for high-impact or strategic accounts.

3. Product Adoption & Enablement

• Drive product adoption and feature usage through structured enablement programs.
• Lead client training initiatives, workshops, and success playbooks.
• Ensure customers extract measurable ROI from the AiSensy platform.

4. Escalation & Cross-functional Management

• Own resolution of complex customer escalations, coordinating with Product, Tech, and Support teams.
• Ensure proactive issue resolution and clear communication with customers.
• Represent customer feedback internally and influence product roadmap decisions.

5. Revenue Expansion & Payment Collections

• Drive upsell and cross-sell opportunities in collaboration with Sales teams.
• Own payment follow-ups and collections for assigned accounts, ensuring minimal revenue leakage.
• Maintain accurate tracking of renewals, invoices, and outstanding payments.

6. Customer Insights, Reporting & Leadership Communication

• Track and analyze key success metrics such as NPS, CSAT, churn, expansion revenue, and usage trends.
• Deliver monthly and quarterly business reviews (MBRs/QBRs) to clients highlighting performance and ROI.
• Present customer insights, risks, and growth plans to senior leadership.

7. Team Leadership & Process Excellence

• Build, mentor, and manage Customer Success Managers and Account Managers.
• Define playbooks, SOPs, and success frameworks to scale CS operations.
• Drive a culture of ownership, accountability, and customer-first thinking.

Key Qualifications

• 7–10 years of experience in Customer Success, Account Management, or Client Partnerships in a SaaS/B2B environment.
• Proven experience owning retention, expansion, and customer health metrics.
• Strong stakeholder management skills with experience handling enterprise or mid-market accounts.
• Experience with payment coordination / collections is strongly preferred.
• Hands-on experience with CRM tools (HubSpot, Salesforce, Zoho) and analytics dashboards.
• Deep understanding of NPS, CSAT, churn, and adoption metrics.
• Bachelor’s degree required;
  MBA is a plus.
• Customer-first, outcome-driven mindset with strong leadership presence.

What We Offer

• Opportunity to own and scale Customer Success in a high-growth SaaS company
• High visibility role with direct impact on revenue and retention
• Collaborative, fast-paced startup culture
• Competitive compensation with performance-linked incentives
• Strong learning and career growth opportunities