Customer Success Lead

Job Title: Customer Success Lead (CRM)

Location: Mumbai

Experience Required: 3–4 Years

Role Overview

We are looking for a proactive and customer-focused Customer Success Lead (CRM) to serve as the primary point of contact (POC) for our D2C consumers, distributors, and partners. This role requires strong communication skills, a problem-solving mindset, and hands-on experience in managing CRM systems within a D2C environment (mandatory).

Key Responsibilities

1. Act as the primary point of contact (POC) for customers, D2C consumers, and distributors
2. Manage the end-to-end customer lifecycle through CRM platforms
3. Handle customer queries, complaints, and escalations with a solution-oriented approach
4. Ensure high customer satisfaction and retention through timely engagement and resolution
5. Coordinate with internal teams (marketing, sales, operations) for seamless issue resolution
6. Analyze customer data and CRM insights to identify trends and improve engagement strategies
7. Develop and maintain customer communication workflows (Email, WhatsApp, SMS, etc.)
8. Track and report key customer success metrics and CRM performance
9. Support marketing campaigns through CRM execution and audience segmentation

Key Requirements

1. 3–4 years of relevant experience in Customer Success / CRM roles in a D2C business (mandatory)
2. Hands-on experience managing D2C CRM tools and campaigns
3. Strong verbal and written communication skills
4. Proven ability to resolve customer issues efficiently and handle escalations
5. Data-driven mindset with the ability to interpret CRM metrics
6. Ability to multitask and thrive in a fast-paced environment
7. Strong stakeholder management skills

Preferred Skills

1. Experience with CRM tools such as Zoho, HubSpot, Salesforce, or similar
2. Familiarity with customer journey mapping and lifecycle marketing
3. Basic understanding of marketing automation and segmentation
4. Experience working with GoKwik or similar D2C enablement platforms (preferred)

What We're Looking For

1. Customer-first mindset
2. Strong ownership and accountability
3. Problem-solving attitude
4. Collaborative and team-oriented approach