Job Description

Manager - Customer Success

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Location:

Gurugram (On-site)

Department:

Customer Success Experience

Reports To:

Chief Revenue Officer (CRO)

About the Role

We are looking for a confident, dynamic, and customer-focused professional

(preferably a woman)

to lead our Customer Success team. The ideal candidate should be passionate about client satisfaction, process improvement, and cross-departmental collaboration. This role demands strong communication, empathy, and analytical ability to ensure every customer touchpoint delivers a seamless experience aligned with Lawyered's values.

Key Responsibilities

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1. Customer Relationship Management

Serve as the primary point of contact for key customers and ensure their satisfaction across all communication channels -- calls, emails, social media platforms, chat, WhatsApp, and in-person interactions. Build and nurture long-term relationships with clients by understanding their business needs and ensuring proactive engagement. Address escalations promptly and professionally, ensuring resolution within defined

Response standards

. Conduct periodic review calls and feedback sessions with customers to assess satisfaction and identify areas for improvement.
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2. Performance Management

Drive ownership, accountability, and professional growth within the team. Set clear KPIs for response times, resolution rates, and customer satisfaction scores.
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3. Reporting Documentation

Maintain comprehensive and updated records of customer interactions, escalations, and resolutions across CRM and internal systems. Create daily, weekly, and monthly reports on customer satisfaction, query resolution trends, and feedback analytics. Monitor team performance dashboards and highlight recurring challenges or process gaps. Ensure consistent and transparent reporting to senior management through structured data and visual reports.
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4. Process Improvement Collaboration

Collaborate closely with the Product, Tech, Marketing, and Operations teams to resolve issues impacting customer experience. Identify recurring pain points and propose solutions for automation, communication enhancement, or process optimization. Develop and standardize Customer Success SOPs, FAQs, and response templates for consistent communication. Work with the marketing team to create engagement campaigns, surveys, and awareness materials to improve customer retention.
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5. Customer Advocacy Experience

Act as the voice of the customer in internal meetings, ensuring feedback translates into actionable improvements. Drive initiatives that improve customer experience scores and retention rates. Oversee the management of all feedback channels and ensure timely redressal of grievances. Implement proactive outreach programs to re-engage inactive or at-risk customers.
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6. Training Knowledge Development

Conduct periodic training sessions for the Customer Success team on communication etiquette, product knowledge, and handling complex queries. Ensure the team stays updated with product enhancements, new features, and process updates.

Key Skills Competencies

Excellent communication and interpersonal skills (verbal written). Confident, outspoken, and empathetic with a problem-solving mindset. Strong analytical and reporting capabilities; proficiency with Excel/Google Sheets and CRM tools. Ability to multitask and manage high-pressure situations with composure. Strong leadership, delegation, and people management abilities. Eye for detail with a structured approach to documentation and follow-ups. Customer-centric mindset with a passion for service excellence.

Educational Professional Requirements

Graduate/Postgraduate (MBA preferred). Minimum 4-6 years of experience in Customer Success, Client Servicing, or Customer Experience roles. Prior experience in a startup or fast-paced business environment will be an advantage. Familiarity with CRM tools, ticketing systems, and reporting dashboards is a must.

Personality Fit

We are looking for a

vocal, confident, and people-oriented leader

, preferably a woman, who naturally takes ownership and can drive change. She should be articulate, approachable, and driven by empathy, ensuring that every customer interaction reflects professionalism and warmth.