Customer Success Manager

Location: India
Employment Type: Full-Time
Experience: 2+ years preferred

About the Role

We are looking for a Customer Success Manager to own the customer journey from the first WhatsApp conversation through conversion and post-sale support.

This is a WhatsApp-first, chat-heavy role. You will manage inbound leads through Interakt, respond quickly, qualify prospects, guide them toward a purchase or scheduled call, and ensure a strong customer experience after the sale.

Your performance will be measured through response time, conversion, customer satisfaction, and CRM discipline.

What You’ll Do
- Respond to every new lead assigned to you on WhatsApp, with a target first response time of under 15 minutes during working hours.
- Qualify leads by understanding their needs, budget, timeline, and buying intent.
- Maintain accurate lead statuses, tags, and notes in Interakt as prospects move through the pipeline.
- Drive conversations toward a explicit outcome: sale, scheduled call, or documented disqualification.




- Handle post-sale check-ins and answer customer questions about products and services.
- Resolve customer complaints and concerns before they escalate.
- Close and document every conversation properly in Interakt.
- Maintain clear notes so other team members can understand the history of each customer interaction.
- Collect customer feedback and CSAT ratings.
- Identify recurring customer complaints, objections, and purchasing barriers and share them with management.
- Manage 30+ active conversations simultaneously without losing track of follow-ups.

How You’ll Be Measured
- First Response Time on new leads
- Average Response Time across ongoing conversations
- Lead-to-Outcome Conversion — sales closed or calls booked
- CSAT Score from post-conversation customer ratings
- Pipeline Hygiene — accurate and up-to-date statuses, tags, and notes in Interakt

All conversations are managed through our shared inbox, making performance and cust

📌 Customer Service Representative (India)
🏢 Magma Holding
📍 India