Customer Success

About the Role:We’re expanding our Customer Success team at ZöTok with 10+ open positions. We are building India’s first network CRM for conversational commerce, and your job is to ensure our clients actually adopt and see massive value from our Agentic AI on WhatsApp Business.

As part of the Customer Success team at ZoTok, you will play a critical role in ensuring our clients adopt, implement and derive maximum value from our platform. This is not a passive support role — you are expected to own accounts end to end, drive technical delivery, manage stakeholders, and grow revenue through upsells and expansions.

We are hiring across multiple sub-roles within Customer Success — from onboarding and activation to key account management and technical project delivery. Each role requires a combination of technical aptitude, commercial instinct and strong client relationship skills.

The Basics

• Experience: 2 to 10 years
• Early joiners preferred.
  
  

• Onboarding & Implementation
• Own end-to-end client onboarding — from contract closure to first bill generation and successful product adoption.
• Understand client business requirements and configure, customize and integrate ZoTok within their existing systems.
• Manage technical project delivery including timelines, milestones and go-live planning.
• Work with integration tools including Postman, APIs and ERP connectors to ensure seamless setup.
• Account Management & Revenue
• Act as the primary point of contact for assigned accounts — building strong, long-lasting relationships with decision-makers.
• Monitor account health scores, product usage and adoption metrics using Odoo and internal CRM tools.
• Identify upsell and cross-sell opportunities post-onboarding and drive revenue expansion.
• Own and manage revenue responsibility for assigned accounts — retention and growth are your KPIs.
• Sell 'Done-for-You' models where you directly drive business outcomes for clients using ZoTok.
• Technical & Product
• Conduct product demonstrations tailored to client-specific needs and industry workflows.
• Perform QA and UAT validation during implementation to ensure product is configured correctly.
• Gather and document client requirements using BA methodologies — BRDs, user stories and process maps.
• Collaborate with internal Tech, Product and Integration teams to resolve client issues promptly.
• Stakeholder Management
• Manage internal pushback from client-side blockers and influencers who fear automation — convince them ZoTok makes their work easier.
• Conduct regular business reviews (QBRs) with key stakeholders and present performance reports.
• Provide training to client teams to ensure they are fully equipped to use ZoTok independently.
• Serve as a trusted advisor — not just a support contact — throughout the client journey.
  
  

• Experience & Background
• 2–10 years of experience in Customer Success, Client Onboarding, Technical Project Delivery or similar roles in IT/SaaS industry.
• Experience with ERP platforms such as SAP, Salesforce, Odoo or similar is a strong advantage.
• Background in technical implementation, SaaS onboarding or BA roles is highly preferred.
• Working experience in Distribution, Supply Chain or B2B Commerce industries is a plus.
• Bachelor's degree mandatory — negotiable for candidates with strong relevant experience.
• Technical Skills
• Familiarity with Postman, REST APIs and integration workflows.
• Experience with QA processes, UAT and product testing.
• Proficiency in CRM tools — Salesforce, Odoo, HubSpot or similar.
• Basic understanding of ERP workflows — SAP, Tally, Zoho or similar.
• Ability to read and interpret API documentation and integration specs.
• Soft Skills & Mindset
• Commercial Instinct — you don't just support clients, you spot expansion opportunities and drive upsells naturally.
• Stakeholder Management — you can hold a room, manage pushback and get buy-in from skeptical decision-makers.
• Ownership Mindset — you drive tasks to completion without being told and think proactively about what comes next.
• Communication — excellent verbal and written communication with clients, leadership and internal teams.
• Adaptability — ability to thrive in a fast-paced, high-growth startup environment.
  
  

• Stakeholder Management & Persuasion: You can hold a room and manage pushback from insecure internal influencers who fear automation.
• Technical — Postman, REST APIs, QA/UAT, CRM tools (Salesforce, Odoo), ERP background (SAP, Tally, Zoho) — advantage.
• Domain — Supply chain, distribution, B2B commerce or SaaS implementation background — strongly preferred.
• Mindset — Commercial instinct, ownership, stakeholder management and hunger to make clients genuinely successful.
• Commercial Instinct: You don't just support clients; you spot expansion opportunities and naturally drive upsells post-onboarding.
• Industry & SaaS Context: Deep familiarity with supply chain, distribution, or B2B SaaS workflows to guide clients.
  
  

• Be part of India's first Network CRM for conversational commerce — a category-defining product.
• Work directly with Brands, Distributors and Retailers across India's $1 trillion+ General Trade ecosystem.
• Deep domain expertise in Supply Chain Management and B2B SaaS — skills that compound over time.
• Fast-paced, ownership-driven culture where your impact is visible and rewarded.
• Opportunity to grow into senior leadership as we scale rapidly across India and globally.