Scaled Customer Success Manager (Sr. CSM)

Posted 25 days agoViewed

💎 Seniority level: Senior, 5-7 years

📍 Location: India

🔍 Industry: CPaaS

🏢 Company: WATI.io

⏳ Experience: 5-7 years

🪄 Skills: Data AnalysisCollaborationData visualizationCRMSaaS

5-7 years in customer success, account management, or SaaS, with a focus on high-volume/tech-touch models.
Proficiency in CRM systems (HubSpot, Vitally), analytics tools (Looker, Heap), and collaboration software (Intercom).
Ability to interpret data (usage metrics, churn drivers) and prioritize actions.
Familiarity with WhatsApp Business API, chatbots, or omni channel platforms (preferred).

Segment accounts, automate health monitoring, and trigger workflows for at-risk customers.
Deliver self-service resources and host monthly group training.
Identify upsell opportunities trend via product usage/NPS analysis; collaborate with Account Manager on renewals.
Partner with Product/Support to resolve systemic issues and advocate for customer needs.
Build playbooks for onboarding/renewals; implement AI tools (chatbots, CRM workflows)