Customer Success Manager

Job Title: Customer Success Manager

Location: Domlur, Bangalore (Office)

Job Type: Full-Time

Company Overview

Versionwhale Private Limited is a Bangalore-based consumer business operating across digital and e-commerce platforms.

We:

Own and operate BndleU, a digital subscription marketplace

Hold exclusive distribution rights for NEMO, a premium Korean water-care brand, in India and manage its sales across Amazon and other e-commerce platforms

We are a founder-led company focused on building strong customer experience and scalable operations.

Role Overview

We are hiring a Customer Success Manager to take ownership of customer communication and operational execution across Versionwhale's businesses.

This role combines customer success, order fulfilment, and operational process building. You will work closely with the founders and play a key role in maintaining service quality as order volumes grow.

This is a hands-on, on-site role and not a desk-only position.

Key Responsibilities

Customer Success & Support

• Handle customer support emails and calls across Versionwhale's businesses
• Ensure timely, clear, and professional responses to customer queries
• Maintain high standards of customer experience

Proactive Issue Resolution

• Call Amazon customers when required to resolve delivery or product-related concerns
• Reduce escalations, returns, and feedback through proactive communication

Order Fulfilment & Operations

• Manage packing and handover of self-ship orders from the office
• Ensure order accuracy, packaging quality, and dispatch timelines
• Coordinate with logistics partners when required

Process Improvement

• Develop and maintain customer journey maps, SOPs, and success playbooks.
• Improve efficiency, response time, and consistency
• Monitor product usage patterns and adoption triggers.

Customer Feedback

• Collect and organise customer feedback
• Share insights internally to improve products and processes
• Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.

Key Requirements

I. 23 years of experience in customer success, customer support, operations, or e-commerce

II. Strong verbal and written communication skills in English

III. Comfortable handling customer calls and issue resolution

IV. Organised, reliable, and detail-oriented

V. Willingness to handle both customer-facing and operational tasks

VI. Experience with Amazon or e-commerce operations is a plus

VII. Multilingual skills are preferred, to communicate effectively with a diverse customer base

VIII. Excellent communication, negotiation, and stakeholder management skills

IX. A natural people person with strong interpersonal skills and a customer-first mindset.

Why This Role is Exciting

1. One of the first core operational hires with high ownership and impact
2. Opportunity to shape our company's identity and work with multiple brands
3. Direct access to decision-makers and fast feedback loops
4. Space to experiment, learn, and grow professionally

Benefits

• Competitive salary in the range of INR 4.2LPA 5.4LPA
• Opportunity for career growth and skill development
• Creative and collaborative work environment
• Exposure to e-commerce, and global trends.

How to Apply

Send your resume along with a short cover letter introducing yourself, outlining your relevant experience, and sharing why this role interests you. Please email your application to [Confidential Information]

Hiring Process

We aim to keep our hiring process transparent, structured, and respectful of your time. The process is designed to give you clear visibility into the role while allowing us to assess mutual fit.

1. We begin by reviewing your resume and cover letter to understand your experience, communication style, and interest in the role.
2. Shortlisted candidates will then have a brief call to discuss their background, expectations, and motivation .
3. This is followed by a focused discussion on real world customer and operational scenarios to understand your problem solving approach.
4. The final step is a face to face conversation with the founders to ensure alignment on values, working style, and long term vision.