Location: Bangalore (Work From Office)
Department: Customer Success
Employment Type: Full-Time
About TerraTern
TerraTern is a fast-growing Global Talent Mobility company helping individuals navigate the complex journey of visa, relocation, and international career transitions. We prioritize transparency, service excellence, and customer happiness. As part of our mission to redefine the global mobility experience, we are building a high-performing Customer Success function to ensure every client journey is seamless, supportive, and successful.
Role Overview
The Customer Success & Relationship Manager is responsible for leading our post-enrolment experience, driving customer satisfaction, resolving escalations, and ensuring consistent service excellence across teams. This role requires strong problem-solving skills, people leadership, and exceptional communication to maintain Terratern's commitment to trust and client success.
Key Responsibilities
- Post-Enrolment Experience Excellence
- Oversee the full customer lifecycle after enrolment, ensuring timely service delivery.
- Track customer journeys, identify gaps, and implement corrective actions.
- Conduct follow-ups to confirm client satisfaction and issue closure.
- Online Reputation Management (ORM)
- Monitor client reviews and feedback across all digital platforms.
- Respond professionally and proactively to maintain TerraTern's positive brand image.
- Highlight insights and feedback patterns for leadership decision-making.
- Team Leadership & Performance Management
- Lead, mentor, and upskill the Customer Success and Relationship Management teams.
- Monitor performance, productivity, and quality metrics (CSAT, SLA adherence, ticket closure, etc.).
- Provide coaching, feedback, and training for continuous improvement.
- Retention & Revenue Enablement
- Drive customer retention strategies, upsell relevant services, and encourage referrals.
- Strengthen client relationships to reduce churn and improve lifetime value.
- Support leadership with customer insights for new products/services.
- Ticketing & Email Management
- Ensure all client tickets and emails are acknowledged and resolved within SLA timelines.
- Maintain accurate logs and ensure transparency of communication.
- Track ticket trends and proactively improve response processes.
- Reporting & Process Improvement
- Prepare weekly/monthly MIS reports covering CSAT, escalations, ticket TAT, team performance, and trend analysis.
- Improve customer experience SOPs and internal workflows.
- Recommend strategic improvements based on data-driven insights.
- Communication & Cross-Functional Coordination
- Ensure consistent and professional client communication by the entire CS team.
- Lead daily team huddles and collaborate with cross-functional teams to resolve dependencies.
- Standardize communication guidelines to maintain quality.
- Customer Escalation & Issue Resolution
- Act as the primary point for handling customer escalations with speed and ownership.
- Collaborate with internal teams (Operations, Sales, Compliance, Documentation) to resolve issues within defined SLAs.
- Identify recurring challenges and drive root cause analysis for long-term solutions.
What Are We Looking For
- 3-5 years of experience in Customer Success, Client Servicing, Escalation Management, or Relationship Management (preferably in service-based or fast-paced environments).
- Experience managing teams and cross-functional communication.
- Strong written and verbal communication skills.
- Ability to remain calm during escalations and think logically under pressure.
- Knowledge of ticketing systems, CRM tools, and customer experience metrics.
- A people-first mindset with a passion for creating exceptional client experiences.
Why TerraTern
- Fast-growing global mobility company with massive learning exposure.
- Opportunity to build and shape customer success processes from the ground up.
- Collaborative leadership, high ownership roles, and rapid career growth.
- Dynamic startup culture focused on excellence and innovation.
Skills: customer relationship management (crm),customer experience,leadership,crm,communication,customer,escalation
