Customer Success Specialist

Location: Mumbai (On-site)

About The Health Factory

The Health Factory was created with a simple idea: make everyday food healthier by enriching it with protein and essential nutrients in the right proportions. We created India's first High-Protein Bread using carefully selected globally sourced ingredients that deliver high nutrition in a delicious, easy-to-consume format.

Role Summary

The Customer Success Specialist will own the customer journey from onboarding to retention, ensuring every customer has a seamless and high-value experience with our brand. This is a hands-on role for an experienced professional who can independently manage customer relationships, solve complex issues, improve processes, and identify growth opportunities.

Key Responsibilities

• Manage the complete customer lifecycle including onboarding, engagement, retention, and renewal.

• Drive faster time-to-value for customers through proactive support and guidance.

• Resolve customer queries, complaints, and service issues with speed and empathy.

• Build strong customer relationships to improve loyalty and repeat business.

• Understand customer needs and convert them into measurable outcomes.

• Identify upsell and cross-sell opportunities across products and channels.

• Capture customer insights and share actionable feedback with Product, Tech, Operations, and Marketing teams.

• Interact with customers and derive insights from various social media channels where the brand is being talked about.

• Conduct regular reviews of customer interactions and recommend process improvements.

• Maintain accurate customer records, interactions, and follow-ups in CRM systems.

• Track customer success metrics such as satisfaction, retention, churn, and response times.

Skills & Competencies

• Exceptional verbal and written communication skills.

• Top-notch spoken English and Hindi with the ability to communicate confidently, clearly, and professionally across customer interactions.

• Customer relationship management capability.

• Tech-savvy with ability to learn tools quickly.

• Problem-solving and conflict resolution skills.

• Strong attention to detail.

• Ability to multitask in a fast-paced environment.

• Analytical mindset with comfort using data.

• Ownership mindset and proactive attitude.

Candidate Profile

• Graduate in any discipline.

• 4–6 years of experience in customer success, customer support, client servicing, key account management, or related roles.

• Proven track record of independently managing customer relationships and resolving escalations.

• Experience in startup, e-commerce, D2C, FMCG, or food brands will be preferred.

• Prior experience working with CRM tools, customer analytics, and process improvement initiatives is an advantage.

Why Join Us

• Be part of a fast-growing health-focused food brand.

• Work in a high-ownership, learning-driven environment.

• Opportunity to build customer experience processes from the ground up.

• Grow your career with a mission-led team.