Customer Success Manager

Only apply if you have eCommerce or D2C experience

Customer Success Manager

Bengaluru · Full-time · On-site

Role Snapshot

Role: Customer Success Manager

Location: Bengaluru, Karnataka — On-site

Employment: Full-time

Reports to: Head of E-commerce

Works with: Support Executive

Experience: 4–6 years

CTC Range: ₹8–12 LPA (based on experience)

Role Overview

A high-ownership role focused on building the entire customer success function from scratch. You will own the end-to-end customer journey and drive retention, satisfaction, and lifetime value by creating scalable systems and improving overall customer experience.

Why this role exists

We are not hiring to manage support.

We are hiring to build the entire customer success engine from scratch.

Right now, customer success is an opportunity.

Not a fully solved system.

Every missed follow-up, delayed response, or poor experience is lost:

· retention

· trust

· lifetime value

This role exists to turn customer experience into a growth engine.

What makes this role different

· You get full ownership of customer success

· You get freedom to experiment, build, break, and rebuild

· There is no rigid system you have to follow

· You define what world-class customer experience looks like

We are not looking for someone to maintain.

We are looking for someone to create and scale.

What you will own

You own the entire customer lifecycle:

· Pre-purchase experience

· Post-purchase journey

· Support and resolution

· Retention and repeat purchase

· Loyalty and advocacy

Your work should directly improve:

· Repeat purchase rate

· Customer lifetime value (LTV)

· NPS and CSAT

· Brand trust

What you will actually do

1. Build the Customer Success function from scratch

· Design the entire customer journey end-to-end

· Define key touchpoints:

· Order placed

· Order delivered

· Product usage

· 15-day, 30-day follow-ups

· Build structured systems, not ad-hoc processes

2. Set up a high-performance support system

· Build and manage:

· Call support

· WhatsApp

· Email

· Chat

· Define SLAs:

· Response time

· Resolution time

· Escalation handling

· Ensure support is not reactive, but proactive

3. Create retention and engagement loops

· Build flows for:

· Welcome journeys

· Product education

· Follow-ups

· Refill reminders

· Identify drop-offs in post-purchase journey

· Reduce churn and increase repeat purchases

4. Build feedback and insight systems

· Implement:

· NPS

· CSAT

· Customer surveys

· Review systems

· Identify patterns in complaints and feedback

· Convert insights into product, marketing, and ops improvements

5. Own customer experience quality

· Define what premium experience means

· Create SOPs for:

· Communication

· Escalation

· Complaint resolution

· Train team to deliver consistent experience

6. Build and scale the team

· Hire and train support executives

· Set performance benchmarks

· Create accountability and ownership within the team

7. Use data to drive decisions

· Track:

· Repeat purchase rate

· Complaint categories

· Resolution time

· Customer satisfaction

· Build dashboards and take action

Key Metrics You Will Be Responsible For

· Repeat Purchase Rate

· Customer Lifetime Value (LTV)

· NPS (Net Promoter Score)

· CSAT (Customer Satisfaction Score)

· First Response Time (FRT)

· Resolution Time

· Complaint Rate

· Customer Retention Rate

What we are looking for

· 3–6+ years in Customer Success, Support, or Experience roles

· Proven ability to build or scale systems, not just operate them

· Strong understanding of customer behaviour and retention

· Experience with CRM/support tools (Freshdesk, Zendesk, HubSpot, etc.)

· High ownership mindset with bias for action

What matters more than experience

· Can you build systems from chaos

· Can you turn customer complaints into insights

· Can you improve retention through better experience

Good to have

· Experience in D2C or consumer brands

· Exposure to health, wellness, or subscription-based businesses

· Experience with retention tools (WhatsApp, Email, SMS automation)

· Understanding of logistics and post-delivery experience

What success looks like (First 3–6 Months)

· A clear and structured customer journey is defined

· Support systems are organised with clear SLAs

· Major customer pain points are identified and reduced

· Repeat purchase rate starts improving

· A basic but scalable customer success engine is live

How we evaluate

Not by how many tickets you close.

But by:

· How customer experience improves

· How retention improves

· How systems scale

Who should not apply

· If you prefer structured environments with predefined systems

· If you only want to manage teams without building processes

· If you avoid ambiguity

Who will thrive here

· Someone who enjoys building from scratch

· Someone who sees customer success as a growth function

· Someone who takes ownership beyond their role