Customer Success Manager

Job Title: Customer Success Manager

Employment Type: Full-time

Salary Range: Upto 10 LPA

Company Website:www.clumsybumsy.com

About Us

At Clumsy Bumsy, we make healthy, fresh meals for cats and we do it with heart. Every pack we deliver represents trust from a pet parent who wants the best for their fur baby. That's why our relationship with customers doesn't end at purchase it starts there.

We're looking for a Customer Success Manager who can lead this relationship end to end ensuring every customer feels heard, supported, and genuinely cared for. From building a strong support team to designing retention strategies and turning feedback into action this role is all about empathy, ownership, and excellence.

Key Responsibilities

Lead and manage the entire customer success function, ensuring a seamless and positive experience across all touchpoints WhatsApp, calls, email, and social platforms.

Build and mentor a high-performing customer support team, focusing on training, empathy, and quick problem resolution.

Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication.

Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience.

Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops.

Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates.

Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health.

Handle high-priority or sensitive cases directly to maintain trust and brand credibility.

Own post-purchase engagement, including proactive follow-ups, feedback collection, and subscription management.

Continuously refine communication tone and playbooks to reflect the brand's personality warm, helpful, and genuinely caring.

Key Requirements

Bachelor's or Master's degree in Business, Communication, or a related field.

46 years of experience in customer success, service, or CRM preferably in a D2C, FMCG, or subscription-based brand.

At least 2 years in a team leadership or managerial role.

Strong understanding of CRM tools, support dashboards, and customer lifecycle management.

Exceptional communication and problem-solving skills with a calm, empathetic, and solution-first mindset.

Data-driven with the ability to translate feedback into actionable insights and measurable improvements.

Ability to work cross-functionally with production, marketing, and operations to ensure smooth customer journeys.

A natural people-person someone who genuinely loves connecting with customers and creating delightful experiences.

Pet lover at heart because understanding pet parents starts with caring about pets yourself!