Customer Success & Onboarding Executive Location Noida (Work from Office) Experience 1–4 Years (SaaS, CPaaS, CRM, Customer Success, or Technical Support) About RivAI RivAI is building an AI-powered Communication Operating System that enables businesses to automate customer conversations across Voice AI, WhatsApp, SMS, RCS, and Chatbots. Role Overview As a Customer Success & Onboarding Executive, you will ensure every customer successfully launches and adopts RivAI. You will act as the bridge between Sales, Product, Technical, and the Customer to deliver a seamless onboarding experience. Key Responsibilities Customer Onboarding Conduct kickoff meetings after sales handover. Understand customer business processes and communication requirements. Configure customer accounts, AI agents, campaigns, and user access. Coordinate with technical teams for API, CRM, and WhatsApp integrations. Ensure customers go live within defined timelines. Customer Training Deliver product demonstrations and onboarding sessions. Train customers on: AI Calling WhatsApp Business SMS & RCS Campaigns Chatbots Dashboard & Analytics Create training videos, SOPs, and onboarding documentation. Customer Success Drive product adoption during the first 30–60 days. Monitor customer usage and identify inactive accounts. Schedule periodic review meetings. Collect customer feedback and coordinate feature requests. Ensure customer satisfaction and reduce churn. Project Coordination Track onboarding milestones. Follow up with customers for pending tasks. Coordinate with Engineering for issue resolution. Maintain onboarding status in CRM. Support Resolve Level-1 customer queries. Escalate complex issues appropriately. Ensure SLA adherence. Skills Required Excellent English & Hindi communication. Strong presentation skills. Customer-first attitude. Project coordination abilities. Good understanding of SaaS products. Comfortable learning AI technologies. Basic Excel/Google Sheets. CRM experience is preferred. Preferred Experience Customer Success Client Servicing SaaS Implementation CPaaS WhatsApp Business Platform CRM Software AI Products KPIs Customer Go-Live within 5 working days 95% Onboarding Completion Rate CSAT > 4.5/5 First Response Time < 15 minutes 90-Day Customer Retention > 95% Product Adoption > 80% Training Completion 100% Onboarding NPS > 50 Growth Path
Pay: ₹250,000.00 - ₹400,000.00 per year
Work Location: Remote
