Customer Success Executive

About Ai Sensy

AiSensy is a Whats App-based Marketing & Engagement platform enabling businesses to drive customer engagement, retention, and revenue growth through Whats App.
Trusted by over  250,000+ businesses , AiSensy facilitates  800+ crore Whats App messages annually  between businesses and their customers. The platform powers billions of customer interactions every year and continues to scale rapidly.
Leading brands including  Adani Group, Delhi Transport Corporation, Godrej Group, Aditya Birla Hindalco, Wipro, Asian Paints, Vivo, Physics Wallah, India Today Group, Yakult, Skullcandy, and Cosco  trust AiSensy to grow their business through Whats App.
Businesses using AiSensy generate  25–80% of their revenue  through Whats App-powered customer engagement.
AiSensy is a mission-driven, high-growth startup backed by  Marsshot.vc, Bluelotus.vc, and 50+ angel investors .

About the Role
We are looking for a  Customer Success Executive  who is passionate about helping customers achieve measurable business outcomes through AiSensy's platform.
In this role, you will be responsible for ensuring a seamless customer journey—from onboarding and product adoption to customer engagement, renewals, and account growth. You will work closely with customers to maximize platform adoption, improve customer satisfaction, reduce churn, and identify opportunities for upselling and cross-selling.
This role is ideal for someone who enjoys building long-term customer relationships, solving business problems, and driving customer success in a fast-paced SaaS environment.

Key Responsibilities
Customer Onboarding & Activation
Guide new customers through a smooth onboarding and implementation process.
Help customers successfully set up and configure the AiSensy platform.
Ensure customers achieve their first value and become active users within defined onboarding timelines.
Deliver an exceptional onboarding experience that sets customers up for long-term success.
Customer Success & Relationship Management
Build and maintain strong relationships with key customer stakeholders.
Serve as the primary point of contact for customer queries, product guidance, and account support.
Understand customer business goals and recommend best practices to maximize platform value.
Conduct regular business reviews and customer check-ins to ensure continued success.
Product Adoption & Customer Engagement
Drive product adoption by conducting training sessions, demos, and product walkthroughs.
Monitor platform usage and customer health metrics to identify adoption gaps.
Proactively engage customers showing low activity or declining usage.
Educate customers on new product features, automation capabilities, and industry best practices.
Customer Retention & Growth
Identify potential churn risks and proactively implement retention strategies.
Support renewal conversations by demonstrating platform value and ROI.
Identify upselling and cross-selling opportunities and collaborate with the Sales or Account Management team to drive account expansion.
Contribute to improving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Customer Support & Escalation Management
Coordinate with Product, Engineering, and Support teams to resolve customer issues promptly.
Manage customer escalations professionally and ensure timely resolution.
Keep customers informed through proactive communication until issues are resolved.
Customer Insights & Reporting
Track customer health scores, product adoption, engagement, and satisfaction metrics.
Collect customer feedback and share actionable insights with Product and Engineering teams.
Prepare customer reports highlighting platform usage, campaign performance, and growth opportunities.
Maintain accurate customer records and…