Job Description

Customer Success Manager

Role Overview

The Customer Success Manager will oversee the entire customer satisfaction lifecycle, including onboarding, support, feedback, loyalty, and retention. This role is responsible for designing and implementing structured customer engagement frameworks, building high-performing support systems, and leveraging analytics to proactively enhance customer loyalty.

This is a strategic role with operational accountability, requiring expertise in customer success, analytics, and leadership. The position directly influences customer lifetime value, repeat purchase behaviour, and brand advocacy.

Key Responsibilities

Customer Lifecycle Management

Own the end-to-end customer journey, from pre-purchase onboarding to repeat purchase and advocacy. Establish structured checkpoints at critical touchpoints such as purchase, delivery, product usage, and renewal. Develop playbooks to address friction points and elevate the customer experience.

Feedback & Loyalty Programs

Design and manage customer feedback systems and review platforms (on-site surveys, offsite reviews, NPS tracking). Oversee loyalty programs, driving repeat purchases and retention. Translate insights into actionable improvements across product, marketing, and operations.

Customer Support Leadership

Lead and manage the customer support ecosystem, including call centers, email, WhatsApp, and live chat. Define and monitor SLAs for response times, resolution times, escalations, and CSAT. Implement quality assurance and training programs to ensure consistent, premium service delivery.

Customer Education & Engagement

Develop and maintain self-service knowledge bases, FAQs, and educational content. Implement proactive engagement initiatives such as welcome journeys, health checks, and retention campaigns. Build tailored strategies for high-value customers to reduce churn and drive advocacy.

Analytics & Business Impact

Create dashboards to monitor NPS, CSAT, CES, churn, repeat purchase rates, and complaint categories. Conduct root-cause analyses of recurring issues and provide cross-functional recommendations. Partner with marketing and commercial teams to drive upsell and cross-sell strategies, directly impacting LTV.

Compliance & Governance

Ensure all communications comply with nutraceutical, biotech, and data privacy regulations. Implement SOPs for complaint handling, escalation management, and customer communication standards.

Leadership & Team Building

Recruit, train, and mentor a high-performance customer success and support team. Foster a customer-first mindset across the organization. Lead process and infrastructure scaling initiatives to support company growth.

Candidate Profile

Education & Experience

Bachelor's or Master's degree in Business, Operations, or a related field. 8-12 years of progressive experience in customer success, customer experience, or support leadership roles. Strong track record in D2C, e-commerce, or consumer technology. Experience in healthcare, nutraceuticals, or biotech is a plus.

Skills & Competencies

Proficiency with CRM and support platforms such as Freshdesk, Zendesk, HubSpot, or Salesforce. Experience with loyalty and feedback tools such as Yotpo, Trustpilot, or SurveyMonkey. Strong analytical skills with the ability to translate data into strategic actions. Excellent communication, conflict resolution, and stakeholder management skills. Demonstrated ability to lead teams, implement SOPs, and scale functions in fast-growth environments.

Success Metrics (12-Month Horizon)

Establish customer feedback systems and dashboards within 90 days. Improve NPS by 15% and reduce resolution times by 20% within six months. Achieve a 30% reduction in complaints and a 20% increase in repeat purchase rate within 12 months. Build a scalable customer success structure to support global expansion.
Job Type: Full-time

Application Question(s):

Are you proficient with CRM or support platforms such as Freshdesk, Zendesk, HubSpot, or Salesforce?
Experience:

Customer Success: 7 years (Required) D2C: 7 years (Required) E-Commerce: 7 years (Required) Healthcare management: 7 years (Required)
Work Location: In person