About AiSensyAiSensy is a WhatsApp-based Marketing & Engagement platform enabling businesses to drive customer engagement, retention, and revenue growth through WhatsApp.Trusted by

250,000+ businesses , AiSensy facilitates

800+ crore WhatsApp messages annually

between businesses and their customers.Leading brands including

Adani Group, Delhi Transport Corporation, Godrej Group, Aditya Birla Hindalco, Wipro, Asian Paints, Vivo, PhysicsWallah, India Today Group, Yakult, Skullcandy, and Cosco

trust AiSensy to grow their business through WhatsApp.Businesses using AiSensy generate

25–80% of their revenue

through WhatsApp-powered customer engagement.AiSensy is a mission-driven, high-growth startup backed by

Marsshot.vc, Bluelotus.vc, and 50+ angel investors .

About the RoleWe are looking for a

Customer Success Executive

who combines strong customer relationship skills with a good understanding of

SaaS products, APIs, integrations, and technical troubleshooting .You will manage customers throughout their lifecycle—from

onboarding and technical setup to product adoption, retention, renewals, and account expansion .The ideal candidate should be comfortable understanding technical customer requirements, troubleshooting basic integration issues, working with APIs/webhooks, and collaborating with Engineering and Product teams when deeper technical intervention is required.

Key ResponsibilitiesCustomer Onboarding & Technical ImplementationOwn customer onboarding from initial setup through activation.Understand customer business requirements and translate them into AiSensy platform configurations.Assist customers with

WhatsApp Business Platform setup, account configuration, campaigns, automation, and integrations .Conduct product demos, technical walkthroughs, and training sessions.Ensure customers successfully achieve their first business outcome on the platform.Technical Product SupportHelp customers troubleshoot product and configuration-related issues.Understand and diagnose basic issues involving

APIs, webhooks, integrations, authentication, and data flow .Analyze error messages, API responses, screenshots, logs, and customer workflows to identify possible root causes.Reproduce issues where required before escalating them to Engineering.Clearly communicate technical issues and resolutions to customers in simple language.API & Integration UnderstandingDevelop a working understanding of

REST APIs, HTTP methods, JSON, webhooks, API authentication, and status codes .Assist customers with third-party integrations and API-related requirements.Use tools such as





Postman

or equivalent tools for basic API validation and troubleshooting.Coordinate with Engineering teams for complex API, integration, or platform issues.Ensure technical escalations contain complete reproduction steps and relevant information.Product AdoptionDrive adoption of AiSensy's features, automation capabilities, campaigns, integrations, and engagement workflows.Monitor customer usage and identify adoption gaps.Proactively engage customers with low activity or declining usage.Educate customers on product capabilities and best practices.Recommend relevant features based on customer use cases.Customer Success & RetentionBuild robust relationships with customer stakeholders.Understand customer goals, challenges, and expected business outcomes.Monitor customer health and proactively identify churn risks.Develop retention strategies for at-risk accounts.Ensure customers consistently derive measurable value from AiSensy.Account GrowthIdentify

upselling and cross-selling opportunities

based on customer usage and requirements.Recommend relevant plans, features, integrations, and solutions.Collaborate with Sales/Account Management teams to drive expansion.Contribute toward account revenue growth and retention targets.Technical Escalation ManagementOwn customer escalations until resolution.Coordinate with

Engineering, Product, Support, and Sales

teams.Track issues against SLAs and ensure timely customer communication.Identify recurring technical issues and share insights with Product and Engineering.Contribute to FAQs, troubleshooting documentation, and knowledge bases.Customer Data & ReportingMonitor customer health, usage, adoption, campaign performance, and engagement metrics.Use CRM and product data to identify customer risks and opportunities.Maintain accurate customer records, interactions, technical issues, and resolutions.Prepare reports highlighting customer performance and opportunities for improvement.Renewals & PaymentsSupport renewal conversations by demonstrating product value and ROI.Coordinate with Finance and customers for timely payments and renewals.Maintain accurate account and renewal information.

Required QualificationsBachelor's degree in Business, Technology,



Engineering, Commerce, or a related field.2+ years of experience

in Customer Success, Technical Customer Success, SaaS Support, Product Support, Account Management, or a similar role.Experience working with

B2B SaaS / technology products .Strong understanding of SaaS products and customer workflows.Basic understanding of

REST APIs, JSON, HTTP methods, webhooks, and API authentication .Ability to perform basic technical troubleshooting.Comfortable using tools such as

Postman, CRM platforms, and support tools .Strong analytical and problem-solving skills.Excellent verbal and written communication.Ability to explain technical concepts to non-technical customers.Strong ownership of customer issues from identification through resolution.

Preferred QualificationsExperience with

WhatsApp Business API / WhatsApp Business Platform .Experience with

BSPs, CPaaS, CRM, MarTech, conversational AI, or customer engagement platforms .Experience troubleshooting third-party integrations.Familiarity with

Postman, webhooks, APIs, JSON, OAuth/API tokens .Exposure to

Zapier, Make, n8n , or similar automation platforms.Basic knowledge of

SQL/database concepts .Experience with

Intercom, Zendesk, Freshdesk, HubSpot, Salesforce, or Zoho CRM .Experience working closely with Engineering/Product teams.

Key Performance MetricsCustomer Activation RateTime to First ValueProduct AdoptionCustomer Health ScoreCSAT / NPSChurn RateRenewal RateGRR / NRRUpsell & Cross-Sell RevenueFirst Contact ResolutionTechnical Escalation Resolution TimeSLA Adherence

What Success Looks LikeCustomers are technically and successfully onboarded within defined timelines.Customers quickly achieve their first business outcome.Technical issues are diagnosed accurately before escalation.Product adoption and engagement continuously improve.At-risk accounts are identified and retained proactively.Customers renew and expand their usage of AiSensy.Technical escalations are clear, complete, and resolved quickly.Customer satisfaction remains consistently high.

Why Join AiSensy?Work with a high-scale SaaS platform serving

250,000+ businesses .Gain hands-on exposure to

WhatsApp APIs, SaaS integrations, automation, and customer engagement technology .Work closely with Product, Engineering, Sales, Support, and leadership teams.Combine

technical problem-solving with customer relationship management .Directly contribute to customer retention, expansion, and revenue growth.Build your career in a rapid-growing technology startup.

📌 Customer Success Executive (Mumbai)
🏢 AiSensy
📍 Mumbai