Customer Success Manager

About Nextel.io

Nextel.io is an early-stage, fast-growing SaaS platform redefining how businesses communicate with their customers.
Built on top of the WhatsApp Business API, Facebook & Instagram Messaging APIs, Nextel enables companies to engage customers in real time — at scale.

With 300+ SMBs already using our automation tools for marketing, sales, and support, we are expanding our Customer Success team to help clients unlock the full value of our platform.

Role Overview

We are looking for a proactive, confident, and client-focused Customer Success Manager (CSM) who can drive product adoption, ensure smooth onboarding, and build long-term relationships with our customers and partners.

As a CSM at Nextel, you will be the strategic advisor to businesses — guiding them on WhatsApp onboarding, chatflow automation, broadcasting, AI assistance, and data insights.
Your goal: maximize client retention, activation, and expansion revenue.

This is a high-impact role that directly influences customer happiness and the company’s growth.

Key Responsibilities1. WhatsApp & Platform Onboarding

• Lead onboarding sessions for new clients (WhatsApp API, Facebook verification, templates setup, integrations)
• Assist clients with initial setup of chatflows, broadcasts, automation, and agent inbox
• Ensure clients complete onboarding within defined timelines

2. Customer Relationship Management

• Serve as the primary point of contact for assigned clients
• Conduct regular check-ins (weekly/monthly) to track usage, challenges, and plan improvements
• Understand the customer’s business goals and align Nextel’s features to them

3. Product Adoption & Training

• Educate users on new features and best practices
• Create personalized strategies to improve adoption (chatflow optimization, automation triggers, campaigns, etc.)
• Guide clients on how to scale efficiently using Nextel

4. Retention & Expansion Ownership

• Improve customer health scores
• Prevent churn through proactive engagement
• Identify upsell opportunities (higher plans, add-ons, AI features, team members, etc.)
• Drive renewals and subscription upgrades

5. Partner Success

• Train and support agency partners using Nextel’s white-label offerings
• Help partners onboard their clients and succeed with their automation setup

6. Cross-Team Collaboration

• Work closely with Support to escalate technical issues
• Provide customer feedback to the Product team for improving UX and feature capabilities
• Coordinate with Sales for seamless handover of newly closed clients

Required Skills & QualificationsMust Have

• 1–4 years of experience in Customer Success, Account Management, or SaaS onboarding
• Excellent English communication (spoken + written) — mandatory
• Strong presentation & client-handling skills
• Ability to simplify technical concepts for SMB clients
• Experience with CRM tools / onboarding flows
• Problem-solving mindset with a service-first attitude
• Ability to manage 100–150 SMB clients efficiently

Good to Have

• Experience with WhatsApp Business API or Marketing Automation tools
• Familiarity with platforms like Intercom, Freshchat, Gupshup, Tellephant, etc.
• Knowledge of automations, workflows, chatbots, or customer support tools
• Hindi/Marathi fluency for better local interactions
• Understanding of customer engagement analytics

Job Type: Full-time

Pay: ₹280,166.63 - ₹442,521.49 per year

Benefits:

• Cell phone reimbursement
• Paid sick time
• Paid time off

Work Location: In person