Sr. Manager, Customer Success

Location: Mumbai, 1 Vacancy - Fulltime

What we want to accomplish and why we need you?

Haptik is one of the world's largest Conversational AI companies, having reached over 100 million devices, and processed over 2 billion conversations till date. Haptik has been at the forefront of the paradigm shift of interaction from clicks to conversations. We have built a robust set of technology and tools that can enable any kind of conversational application. With a 100-member strong team, including some of the finest minds in Artificial Intelligence, Haptik is truly poised to lead the Conversational AI revolution.

We are on the lookout for a dynamic individual in the Customer Success Team who works closely with the enterprise clients helping them achieve their business goals. This is a mid-management role wherein you will be guiding a team of assistant managers and analysts and also dealing with a few big value enterprise clients directly.

What will you do every day?

You will have the opportunity to work closely with a variety of clients from top corporates, to fast-growing startups, to top eCommerce and internet companies in India. Each client has unique needs and you act as a trusted business advisor, helping them effectively leverage our chatbots to drive impact in mission-critical areas of their organization.

At Haptik, Customer Success sits at the nexus of sales, platform, UX and product helping to drive company growth and transforming the conversational AI landscape in the world. Customer Success Managers act as consultative business partners to our largest customers, serving as a bridge between their needs and our product.

You will be actively tracking and driving ROI for the clients under your management and you will be constantly thinking on doing the things at scale.

Do you thrive on consulting closely with clients on their core business objectives? Are you looking for truly fascinating and inspiring work, where you'll work alongside an amazing team, harnessing the power of an extraordinary product, for a company with unlimited growth potential?

If the answer is yes, then look no further.

Ok, you're sold, but what are we looking for in the perfect candidate?

  • Business Adviser to our clients working towards achieving their business goals.
  • Goal oriented and data driven to actively track bot performance and drive ROI for clients.
  • Excellent communication skills. Remember communication is not what you say but what other person understands.
  • Work with cross functional teams, internal and external with ease and drive them towards a common goal.
  • Be the user experience and solutioning expert, guiding the team to build right conversational experiences to solve client issues.
  • Work with Product Manager towards platform improvement.
  • Keep up with the trends in the industry and platform capabilities of the competition.
  • Build the team and processes as and when things scale up.


  • 5-8 years of experience with at least 2-3 years of experience in a client facing role.
  • Tier 1 engineering college background. We need people who can think in numbers.
  • Very good communication skills, speaking as well as writing.
  • Analytical and data-driven with ability to deal with multiple stakeholders.
  • MBA is optional but if completed, then from tier 1 colleges.
  • Demonstration of good product and consumer thinking during his/her career.
  • Demonstrated leadership and initiative capabilities.
  • Experience of managing a team can be a plus but not a prerequisite.

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Haptik

  • On a roll: Announced major strategic partnership in April 2019 with Jio in a $100 million deal.
  • Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30 and MIT 35 Under 35 Innovators.
  • Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up.
  • Huge market: Disrupting a massive, growing AI market. The global market is projected to attain a valuation of $9 billion by the end of 2024.
  • Emerging technology: We are moving to an AI first world, and Haptik is one of the largest AI first companies globally, based out of India.
  • Great customers: Some of the most notable brands in the world - Oyo Rooms, Samsung, Tata Teleservices, Club Mahindra, KFC, Coca-Cola, to count a few.
  • Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.

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