Customer Success Manager-Onboarding

Company Description Jio Haptik is a leading AI-powered customer experience platform that has been innovating in conversational AI since 2013, processing over 10 billion conversations and 10 million transactions across multiple channels and in 135 languages for more than 500 enterprises. The company helps brands transition to Generative AI and deliver end-to-end customer experiences at scale. Haptik offers two core products, Contakt and Interakt, designed to help enterprises and SMEs address their most critical customer pain points. Recognized as a Category Leader by Gartner, G2, and Opus Research, Haptik has received awards such as “Tech Startup of the Year” in AI and “Best Chat & Conversational Bot.” Its client portfolio includes leading brands like Jio, Paytm, Adani, Paisabazaar, Puma, and Whirlpool.

Role Description The Customer Success Manager is a contract, on-site role based in Mumbai. This role focuses on managing post-implementation relationships with clients, ensuring they derive maximum value from Haptik’s solutions and achieve their customer experience goals. Day-to-day responsibilities include onboarding new customers, monitoring product usage and performance, analyzing customer data and feedback, and proactively identifying opportunities to improve satisfaction and retention. The Customer Success Manager will conduct regular review meetings, handle escalations, coordinate with internal product and technical teams, and provide guidance on best practices for using Contakt and Interakt. The role also involves preparing reports, documenting key account activities, and contributing to process improvements that enhance the overall customer journey.

Qualifications

• Candidates should possess strong Customer Service and Customer Satisfaction skills to manage inquiries, resolve issues, and maintain high-quality support interactions.
• Candidates should possess solid Customer Retention and Relationship Building skills to nurture long-term partnerships and reduce churn.
• Candidates should possess robust Analytical Skills to interpret usage data, identify trends, and recommend actionable improvements to clients and internal stakeholders.
• Relevant experience in customer success, account management, or client services within SaaS, technology, or AI-driven products is beneficial.
• Excellent communication and presentation skills, with the ability to explain technical concepts in a clear, business-focused manner.
• Proven ability to work collaboratively with cross-functional teams, including sales, product, and engineering.
• Bachelor’s degree in Business, Engineering, IT, or a related field, or equivalent practical experience.
• Comfort working in a fast-paced environment and managing multiple accounts and priorities simultaneously.