Head of Customer Success Management

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 210,000+ businesses to grow their revenues through WhatsApp. Our customers include leading brands such as Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco . ~We are building the future of WhatsApp-led customer engagement—and customer happiness is at the center of everything we do.

This is a leadership role for someone who is passionate about customer experience, process excellence, and team building .

Lead and scale a high-performing Customer Success & Support function Activation & revenue growth across all SMB and mid-market accounts. Leadership of Customer Success Team and hiring high performing talent on a continuous basis. Defining individual and team KPIs - activity targets, portfolio health scores, expansion quotas, and renewal rates and giving every CSM a clear, achievable path to hit them. Building a reporting structure within the CS team - team leads, pods, and escalation layers so the organisation scales without everything landing on your desk. Building customer health dashboards that give the team real-time visibility on activation, adoption, and churn risk. Designing a proactive churn early-warning system using usage data and customer health scores. Building scalable processes and automation that let CSMs manage larger books of business without sacrificing quality. Establishing a Voice of Customer program that feeds insights into product, marketing, and leadership. Turning top customers into advocates - references, case studies, and community

Qualifications & Experience • 8–10 years in customer success or account management with 3+ years leading large CS teams. • Experience designing KPI frameworks, performance scorecards, and reporting structures for CS teams. • Strong analytical mindset - you run on customer health data and cohort analysis, not gut feel. • Experience building playbooks and customer education programs that actually get used. • Familiarity with support tools such as Intercom, MyOperator, Freshdesk, etc. • Customer-first attitude with a passion for solving problems and turning feedback into brand advocacy. • Own and shape the customer experience at scale