Customer Success Executive

About Zotok

ZoTok is a conversational commerce platform that helps Brands, Distributors, and Retailers manage their order-to-cash journey directly on WhatsApp. Our platform enables businesses across General Trade, FMCG, Pharma, and Agri sectors to automate ordering, improve adoption, and drive revenue growth.

Role Overview

As a Customer Success Executive, you will be responsible for taking ownership of customers after sales closure and ensuring a smooth journey from onboarding → go-live → ongoing usage and adoption.

This role sits at the intersection of customers, product, and internal teams, ensuring that customers are set up correctly, trained effectively, and supported throughout their lifecycle on ZoTok.

Key Responsibilities

• Own the end-to-end onboarding of new customers after sales handover
• Assist customers in setting up WhatsApp Business API (WABA)
• Creating or configuring Facebook Business Manager (where required)
• Completing platform configurations and account readiness
• Coordinate and support integrations such as catalog upload and data preparation (with MIS support)
• ERP / billing system integrations (e.g., Tally, where applicable)
• Train customers on order creation and order management workflows
• Product features and platform usage
• Best practices for WhatsApp-based business operations
• Drive customers to Go-Live, ensuring readiness and smooth launch
• Act as the primary point of contact for customer queries post go-live
• Work closely with Product, Tech, and MIS teams to resolve issues and ensure timely support
• Monitor customer usage, address adoption gaps, and encourage feature usage
• Ensure customer satisfaction, retention, and ongoing engagement with the platform

Role Level

• Entry-level roles for freshers with structured onboarding and training
• Experienced roles aligned to prior SaaS, customer handling, or operational experience
• Compensation is aligned to role level and experience, with monthly payouts for entry-level roles and annual packages for experienced professionals.

What are we looking for

• Strong communication skills (Hindi mandatory; English/Telugu preferred)
• Comfort in handling customers and explaining processes clearly
• Interest in SaaS platforms, supply chain, or business operations
• Ability to coordinate across teams and manage multiple customer accounts
• Basic technical understanding and willingness to learn integrations
• Prior experience in Customer Success, Account Management, ERP/Billing software, CRM, or Support is a plus (not mandatory)

Who This role is Ideal for

• Candidates who enjoy working closely with customers
• People who like structured processes and end-to-end ownership
• Those looking to grow into Account Manager, Senior Customer Success, or Product Adoption roles
• Freshers who want real exposure to business workflows, not just support tickets

Why Join Zotok

• Work directly with real businesses and decision-makers
• Hands-on exposure to onboarding, integrations, and product adoption
• Strong learning curve across Sales, Product, and Tech
• Startup culture with high ownership and visibility
• Clear growth path within Customer Success and Operations