Activate JobCopilot
This role is for one of our clients
Industry: Technology, Information and Media
Seniority level: Associate level
Min Experience: 3 years
Location: Gurgaon
JobType: full-time
₹3,00,000 - ₹10,00,000 a year
We’re building the next-generation WhatsApp Marketing Automation Platform designed for fast-growing e-commerce brands. Over the last three years, we’ve scaled rapidly, enabling businesses to engage with millions of customers every single day. As we expand, we’re looking for a Customer Success Lead who can ensure our customers unlock maximum value from our platform, achieve measurable business outcomes, and become long-term partners in our growth story.
Role Overview
This is a high-impact leadership role where you’ll own the end-to-end customer journey—from onboarding to retention, expansion, and advocacy. You will be the bridge between our customers and product teams, ensuring feedback loops are tight, adoption is seamless, and success is measurable.
Key Responsibilities
Lead and manage the customer success function, ensuring world-class service delivery.
Own the onboarding and training process, helping new customers adopt and integrate the platform quickly.
Partner with customers to define success metrics, drive adoption, and expand usage across teams.
Proactively identify opportunities for upselling and cross-selling based on customer needs.
Collaborate with product and engineering to bring in customer feedback, influence product roadmap, and prioritize improvements.
Establish scalable processes for customer support, health tracking, and churn prevention.
Build strong relationships with key stakeholders at client organizations and serve as a trusted advisor.
Mentor and coach junior CSMs to scale the function as the business grows.
Requirements
5–8 years of experience in customer success, account management, or client-facing roles in SaaS or marketing automation platforms.
Proven track record of owning enterprise or mid-market accounts and achieving retention & expansion targets.
Strong understanding of e-commerce workflows, marketing automation, or CRM systems.
Excellent communication, problem-solving, and relationship management skills.
Data-driven mindset with the ability to analyze usage metrics and drive actionable insights.
Comfort working in a high-growth startup environment with shifting priorities and fast execution.
Leadership experience—mentoring or managing CSMs is a plus.
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