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 clear 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 customer interactions fully visible. Key performance metrics are automatically tracked through the platform.
What We’re Looking For
- 2+ years of experience in customer success, inside sales, telesales, customer support, or a similar role.
- Experience working with WhatsApp-heavy or chat-based customer workflows is preferred.
- Excellent written English with clear, professional, and customer-friendly communication.
- Fast and accurate typing with strong attention to detail.
- Comfortable working in a target- and performance-driven environment.
- Strong organizational skills and the ability to manage 30+ active customer conversations.
- Comfortable being measured on response time, conversion, and customer satisfaction.
- Familiarity with Interakt, WATI, Freshchat, Zoko, respond.io, Intercom, or similar CRM/shared inbox platforms.
- Reliable smartphone, laptop, and stable internet connection.
- Ability to work independently in a remote workplace.
Tools
You will primarily work through Interakt, our WhatsApp Business platform, using both your smartphone and laptop. Training on Interakt will be provided.

📌 Customer Service Representative (Ghaziabad)
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