Manager - Customer Success

Manager – Customer Success

factori.com (Sushine Exports Private Limited) · Bengaluru · Full-time, on-site

Company Overview

Welcome to factori.com — The Factory for the World. factori.com is a global manufacturing and commerce platform built to transform how factories operate, how businesses procure, and how entrepreneurs build scalable commerce brands. We are not a marketplace. We are manufacturing infrastructure for the internet age — a full-stack factory management and manufacturing-enablement platform that connects 500+ partner manufacturers across India with business buyers, brands, institutions, and entrepreneurs worldwide. Our vision is to onboard 100,000+ manufacturers globally by 2030.

We operate three integrated offerings on a single platform: Ready-to-Ship Global Supply (bulk-procured, centrally warehoused, fulfilled across India and 20+ countries), Contract Manufacturing at Any Scale (small runs to mega-orders, executed across our partner network as a virtual mega-factory), and an Online Retailing Platform for Entrepreneurs that lets them launch and scale their own consumer brand on their own domain.

Our customers include Amazon, Apollo Hospitals, Asian Paints, Bharat Petroleum, Blue Dart, Cult Fit, Decathlon, HPCL, Indian Navy, Indian Coast Guard, ISRO, Jio-bp, JSW, L&T Finance, Microsoft Learn, NHAI, PhonePe, Samsung, Suzuki, Tata Capital, Tata Motors, Tata Projects, UltraTech, Wipro, and hundreds more.

About the Role

We are seeking a passionate professional to join us as a Manager – Customer Success. You will lead a team of Customer Success Managers (CSMs) who own end-to-end customer relationships — from first conversation, through every order, through repeat purchase, through lifetime value — and you will be responsible for your team's monthly revenue, customer retention, and account growth across a portfolio of business buyers, brands, institutions, and corporates.

Key Responsibilities

• Customer Engagement and Relationship Management: Serve as the senior point of contact for strategic customers; formulate and implement a customer-engagement strategy that drives satisfaction, retention, and repeat business.
• Order Acquisition and Revenue Delivery: Drive your team's monthly revenue target; personally engage on high-value opportunities to ensure successful closure.
• Strategic Account Growth: Identify and execute cross-sell and up-sell opportunities across our three offerings within your team's accounts.
• Team Leadership: Lead, coach, hire, and grow a team of CSMs; run a disciplined daily/weekly/monthly operating rhythm.
• Data Analysis and Insights: Harness CRM and order data to monitor team and portfolio health; prepare regular reports with data-backed recommendations.
• Cross-Functional Collaboration: Partner with Procurement, Contract Manufacturing, Fulfilment, and Platform; represent the voice of the customer inside factori.com.

Requirements

• Bachelor's degree in business, marketing, engineering, or a related field. MBA preferred.
• 5–8 years of total experience, with at least 2–3 years leading a customer-facing team that carried a revenue or order target.
• Proven track record of personally hitting numbers in B2B sales, customer success, account management, inside sales, or category management before stepping into a manager role.
• Excellent spoken and written English; working knowledge of Hindi and Kannada is a plus; comfort working with international customers is highly valued.
• Data-driven mindset, with practical fluency in CRM systems.
• Demonstrated ability to build strong, trust-based relationships at every level.

Why factori.com

• A front-row seat at one of India's most ambitious manufacturing-led commerce platforms, with a real and growing roster of marquee customers across India and 120+ countries. The scale of a manufacturing platform combined with the pace of a startup. Direct exposure to founders and senior leadership; clear paths to AVP and Director-level roles for high performers.