Customer Success & Onboarding Specialist – AI SaaS

Role: Customer Success and Onboarding Specialist
Company: StepsAI
Location: Hyderabad
Work Mode: In-office
Employment Type: Full-time
Experience: 1–3 years preferred
About StepsAI
StepsAI builds AI agents that help businesses sell, support, capture leads, book appointments, recommend products, answer questions and automate customer conversations.
Our agents work across channels including websites, Shopify, WhatsApp, Instagram and other customer touchpoints.
We are looking for someone who can help every new StepsAI customer get set up properly, see value quickly and continue getting better results over time.
About the Role
This is a customer-facing role combining Customer Success, Onboarding, and Implementation
Technical Support.
You will own the early customer journey.
When a customer signs up, you will understand their business, identify what they want the AI agent to accomplish, configure the agent, connect the required channels, test it thoroughly and help them go live.
But your job doesn't end at onboarding.
You will continue to monitor how the agent is performing, talk to the customer, identify areas for improvement, tune the setup and make sure they are getting real value from StepsAI.
Customer happiness is the highest priority.
We want customers to feel that there is someone at StepsAI who understands their business and genuinely wants them to succeed.
What You'll Do
Customer Onboarding
Own the onboarding process from signup to successful go-live.
You will:
Conduct approximately 5–6 customer onboarding sessions per day.
Understand each customer's business, customers, goals and use cases.
Identify what they want their AI agent to accomplish.
Help customers set up their StepsAI account.
Build and configure AI agents based on their business requirements.
Train the agent using their website, product information, FAQs, documents and other business knowledge.
Configure instructions, workflows and agent behaviour.
Test the agent before launch.
Help customers understand how to use the StepsAI platform.
Make sure every customer has a clear path to going live.
The objective is not simply to complete an onboarding call.
The objective is to get the customer to their first successful outcome as quickly as possible.
Build & Configure AI Agents
You will work hands-on with StepsAI to create effective agents for customers.
This may include:
Understanding the customer's business and customer journey.
Identifying the most important questions customers ask.
Structuring the right knowledge for the agent.
Configuring agent instructions and behaviour.
Setting up lead-capture flows.
Setting up product recommendation flows.
Setting up customer-support workflows.
Configuring appointment or meeting booking.
Setting up order-tracking experiences.
Configuring automation and workflows.
Testing different customer questions and scenarios.
Identifying gaps in the agent's responses.
Continuously tuning the agent for better performance.
You should enjoy experimenting until the agent works well.
Integrations & Channel Setup
Help customers connect StepsAI to the channels and tools they already use.
Depending on the customer, this could include:
Websites
WordPress
Custom websites
Other website platforms
E-commerce
Shopify
WooCommerce
Messaging & Social
WhatsApp
Instagram
Facebook / Messenger
You do not need to be a software engineer.
But you should be technically curious and comfortable learning how integrations work.
Troubleshooting & Customer Support
You will be one of the first people customers contact when something isn't working.
You will:
Understand the problem clearly.
Reproduce issues whenever possible.
Identify whether the issue comes from configuration, data, integration or the product.
Solve problems that can be handled directly.
Guide customers through fixes.
Escalate product or engineering issues with clear documentation.
Coordinate with the technical team until the issue is resolved.
Keep the customer updated throughout the process.
Follow up after resolution to ensure everything is working properly.
We care about ownership, not simply forwarding tickets.
If a customer has a problem, you should feel responsible for making sure it reaches a resolution.
Customer Success
Onboarding is only the beginning.
After customers go live, you will proactively check how things are going.
You will:
Touch base with customers regularly.
Understand whether StepsAI is achieving what they expected.
Review conversations and agent performance.
Identify unanswered or poorly answered questions.
Identify opportunities to improve the agent.
Recommend new features or workflows that could help them.
Help customers adopt more of the platform.
Identify customers who are not using the product effectively.
Proactively reach out before customers become unhappy.
Celebrate customer wins and understand what created them.
Your goal is to move customers from:
"We bought StepsAI."
to:
"StepsAI is actually helping our business."
Monitor & Improve Agent Performance
AI agents need continuous improvement.
You will regularly review how customer agents are performing and ask:
Are questions being answered correctly?
Where is the agent getting confused?
What questions are customers asking repeatedly?
Are leads being captured properly?
Are products being recommended appropriately?
Are integrations working correctly?
Are workflows triggering as expected?
Where are conversations dropping off?
What additional knowledge should be added?
What can we change to create a better customer experience?
You will make changes and recommendations based on what you observe.
Be the Voice of the Customer
You will work closely with the Product and Engineering teams.
You will:
Collect recurring customer feedback.
Identify common onboarding problems.
Identify recurring bugs.
Document feature requests.
Surface friction in the product.
Explain customer use cases to the product team.
Identify opportunities to simplify onboarding.
Suggest features or improvements based on real customer behaviour.
Because you will speak with customers every day, you will have some of the best insights in the company about what customers actually need.
We expect you to share them.
Improve Our Systems
We don't just want you to follow the onboarding process.
We want you to help us improve it.
If 20 customers ask the same question, we shouldn't answer it manually 20 times forever.
You will help us create:
Better onboarding checklists.
Standard implementation templates.
Industry-specific agent templates.
Setup guides.
FAQs.
Troubleshooting guides.
Video tutorials.
Customer training material.
Internal documentation.
Standard operating procedures.
Better follow-up processes.
Customer health tracking.
Automated onboarding wherever appropriate.
The goal is to make every future customer easier to onboard and more successful than the previous one.
What a Typical Customer Journey Might Look Like
A Shopify brand signs up for StepsAI.
You:
1. Understand the business
What do they sell?
Who are their customers?
What do they want StepsAI to accomplish?
2. Build the agent
Train it on their products, policies, FAQs and website.
Configure how it should respond.
Set up product recommendations, support and lead-capture use cases.
3. Connect the channels
Install StepsAI on Shopify.
Connect WhatsApp or Instagram if required.
Test everything.
4. Go live
Make sure the customer understands the platform and feels confident using it.
5. Monitor
Review real conversations and

Work arrangement
No