Customer Success Manager

About Merito

Despite the wave of D2C brands in India, most of them are flying blind.

They don't know if their unit economics are healthy. They don't know how they compare to competitors. They don't know if they're creditworthy - and neither do their investors.

Merito is building the financial operating system for India's D2C seller economy. The layer of intelligence that sits between a brand and every financial decision it makes.

800+ brands (with over Rs. 6,000 Cr in sales) use Merito today. 90%+ organically. We did this with just 8 people.

Apart from having marquee angels, we've just closed a Rs. 35 Cr round - with an additional future commitment of Rs. 100 Cr.

Go to clickmerito.com to learn more.

Are you right for this role

Must-Have Attributes

• 1 to 3 years experience in a D2C enabler (any SaaS, marketing agency or service provider primarily serving D2C Brands in India) in a Customer service/success role
• Has worked directly with tech or product teams to relay customer feedback and issues
• Has worked in customer facing roles where upsell of features or customer re-activation are KPIs
• Excellent communicator, both written and verbal, comfortable dealing with founders and business owners directly
• Based in/willing to relocate to Mumbai
• Available to start within 30 days

Good-to-Have Attributes

• Understanding of D2C business metrics, GMV, CAC, LTV, contribution margin
• Has built or contributed to onboarding playbooks or success frameworks
• Proficient with CRM tools and customer lifecycle tracking

Overview of the Job

This role owns the success of Merito's brand relationships on the platform. You will:

• Onboard new brands onto the Merito platform and ensure they are fully activated and extracting value
• Manage a portfolio of brands, driving engagement, retention, and expansion across Merito's product suite
• Be the primary point of contact for brands, resolving issues and proactively identifying risks to retention
• Work closely with the product & tech team to relay brand feedback and influence the product roadmap
• Identify brands ready for Merito's lending products and facilitate warm handoffs to the credit team
• Track and report on key success metrics, activation rates, NPS, churn, and upsell
• We are an ambitious and fast-moving startup with a hungry young team. The successful candidate will exhibit the same drive and cultural alignment.