Customer Success Manager – B2B SaaS (SMB)

Location: Hadapsar, Pune, MH (Hybrid)
Working hours: 10 am to 7 pm IST Mon to Fri
Experience: 1 to 3 years
Salary: ₹6L to ₹12L CTC

This is our first dedicated Customer Success hire, and it owns the moment that decides whether a new signup becomes a paying, long-term customer: activation.

Most new users hit a wall at WhatsApp Business API setup and the Meta embedded signup step. Getting them through it, with patience, clarity, and genuine technical hand-holding, is where retention is won or lost. You’ll own that onboarding journey end to end, and you’ll also help retain and expand the customers who get value early.

You’ll spend most of your day on calls and chat: roughly 8 to 10 onboarding and customer calls daily, plus backing up the live support queue. Because you’ll talk to prospects and customers across the globe, comfort working with international (UK, EU, GCC) accounts and clear spoken English are important.

What You’ll Do

• Run onboarding calls that get new customers fully activated, through WhatsApp Business API connection, Meta embedded signup, first broadcast or automation, and early value.
• Reduce drop-off and no-shows at the setup stage by setting expectations before the call and following up reliably after it.
• Back up the support chat queue alongside our support teammate and AI assistant, handling the questions that need a human.
• Take inbound call bookings for prospects who haven’t signed up yet, qualifying fit, answering setup and pricing questions, and helping the right customers get started.
• Drive retention and expansion by spotting customers who are stalling, reaching out proactively, and helping them get back to value.
• Document what works, turning repeated questions and blockers into playbooks, help articles, and product feedback for the team.
• Be the voice of the customer internally, flagging patterns to product and founder so we fix root causes, not just tickets.

What We’re Looking For

• 2-3 years in customer success, onboarding, implementation, or technical support, ideally in B2B SaaS serving SMBs.
• A technical background. Our onboarding gets technical, so you should be comfortable with APIs, integrations, and configuration. Hands-on experience with technical products is essential, and an engineering degree (or equivalent technical education) is a strong plus.
• The ability to walk a non-technical business owner through an API setup, integrations, or a settings screen without losing them.
• Clear, calm spoken and written English; confident on video calls with international customers.
• Genuine curiosity about the customer’s business and why they’re using WhatsApp, not just closing the ticket.
• Self-directed and organized. We’re a lean team; you’ll own your queue and outcomes without heavy oversight.
• Bonus: familiarity with WhatsApp Business API, Meta Business Manager, or marketing automation tools.
• Extra Bonus: Familiarity with WooCommerce/WordPress ecosystem

Success in This Role

In your first 90 days, you’ll measurably improve:

• Activation rate, the share of new signups who complete API setup and reach first value.
• Call show-up rate, fewer no-shows on booked onboarding calls.
• Early retention, fewer customers churning in their first few months.
• Response quality on the support chat you back up.

Compensation & Setup

• Competitive salary in the ₹6-12 LPA range, based on experience.
• Hybrid working out of our Hadapsar, Pune, MH office.
• 3 days work from office, 2 days work from home
• A small, senior team where your work is visible and your input shapes the product.