Job Summary

At LimeChat, we're looking for a high-ownership Customer Success Manager (CSM) to own the post-onboarding journey for our growth-stage clients.

You'll be responsible for driving outcomes, not just answering tickets shaping strategy, optimising campaigns, and making sure every account sees tangible business impact from LimeChat across revenue, automation, and CX. You'll be their go-to partner for conversational commerce on WhatsApp and chat. If you enjoy working closely with fast-growing brands, making data-backed decisions, and turning insights into real business results, you'll love this role.

Responsibilities

- Own a portfolio of growth clients: Be the primary owner for a set of D2C / growth accountsaccount health, adoption, and satisfaction start and end with you.
- Drive measurable value: Understand client goals (revenue, repeat purchase, support deflection, CSAT) and design strategies on LimeChat to hit them.
- Run regular reviews: Lead monthly/quarterly business reviews to present performance, insights, and next steps; align on experiments and roadmap for each account.
- Optimise journeys campaigns: Work with our internal teams to configure and iterate on WhatsApp flows, automation journeys, and campaigns to improve conversions and retention.
- Be the product expert clients trust: Educate customers on best practices, recent features, and use cases; proactively suggest what they should do next, not just whats possible.
- Monitor account health: Track adoption, key metrics, and product usage; spot early signs of risk and intervene before they turn into churn.
- Coordinate problem-solving:



Partner with Support, Product, and Engineering to get issues resolved quickly and communicate clearly with clients throughout.
- Advocate for customers internally: Bring structured feedback and patterns from your accounts to Product GTM teams to influence roadmap and improvements.
- Support expansion renewals: Work with Sales/Leadership on upsell, cross-sell, and renewal motions by showcasing impact and unlocking new use cases.

Must-haves

- 13 years in a customer-facing role such as Customer Success, Account Management, Onboarding, or similar in a B2B or SaaS environment.
- Robust relationship-building and communication skills you can build trust with CX/Marketing leaders and keep multiple stakeholders aligned.
- Solid problem-solving and decision-making you can break down issues, find root causes, and propose clear, practical solutions.
- Comfortable working with data pulling numbers from dashboards/Sheets, interpreting trends, and using them in conversations with clients.
- Ability to manage multiple accounts and priorities without dropping the ballgood with structure, follow-ups, and documentation.
- Basic comfort with technical concepts (APIs, integrations, events)



and a willingness to dig into how things actually work under the hood (you don have to be an engineer).
- High ownership and a proactive, client-first mindset you don not wait for clients to complain to take action.
- Comfortable working in a fast-paced startup with evolving processes and playbooks.

Nice-to-have

- Experience managing D2C, ecommerce, or growth-stage brands .
- Exposure to CX / Martech / CRM / support products (e.g., email/marketing automation tools, helpdesks, CRMs).
- Familiarity with WhatsApp marketing, conversational commerce, or chatbot/AI tools .
- Experience running A/B tests, experiments, or growth initiatives with clients.

Tools Youll Use

- Notion
- Slack
- Google Sheets / Docs
- Freshdesk / HubSpot or similar
- Analytics dashboards
- Jira / Internal tools

Growth Path

- Year 1: Successfully manage a portfolio of growth accounts, deliver strong retention and NRR, and build repeatable playbooks for reviews, strategy, and execution.
- Year 2+: Grow into Senior CSM, own a key segment/region, or transition into Enterprise CSM, Onboarding, or Product/Growth roles depending on your strengths.

Benefits

- Unlimited PTO / sick leave
- Subsidised fitness membership
- Free lunch and snacks
- Annual company retreat
- Bring your dog/cat to work

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager (CSM) (Bengaluru)
🏢 LimeChat
📍 Bengaluru