Customer Success Manager

1 day ago

Mumbai, India Beco Full time

Who we are -

At Beco, we’re dedicated to making sustainability accessible and convenient for all. As a fast-growing FMCG start-up, we have ambitious plans to scale rapidly over the next five years. To help us achieve this, we’re looking for a sales associate who can join us in building and growing our enterprise business, Pan India.


Are you someone who-

Has a “get it done” mindset

Brings passion and a positive attitude

Can thrive in fast-paced environments.

Committed for the long term

Focused on speed and execution


What will you do at Beco -

  • Develop and implement a customer success strategy to enhance satisfaction, loyalty, and retention while driving upsell opportunities.
  • Design and manage effective onboarding and training processes to ensure seamless product adoption and customer engagement.
  • Build strong customer relationships, address escalations, and proactively resolve potential issues using customer health metrics.
  • Lead and mentor the customer success team, fostering a culture of advocacy, collaboration, and continuous improvement.
  • Analyze customer success data to identify trends, improve processes, and provide actionable insights for product and service enhancements.
  • Oversee customer support and issue resolution to ensure timely responses and maintain a positive customer experience.
  • Establish reporting frameworks to communicate customer success metrics and health to internal stakeholders.


Key Requirements:

  • Bachelor’s degree in business, marketing, or a related field (MBA preferred).
  • 5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.
  • Proven track record of improving customer satisfaction, retention, and lifetime value.
  • Strong experience in building and scaling customer success teams.
  • Excellent interpersonal and communication skills, with the ability to build relationships at all levels.
  • Strong problem-solving skills and a customer-first mindset.
  • Proficiency in CRM software, customer success platforms, and data analytics tools.
  • Experience working cross-functionally with product, sales, and marketing teams.


Key Performance Indicators (KPIs):

  • Customer satisfaction scores (CSAT, NPS)
  • Customer retention and churn rates
  • Customer lifetime value (CLV)
  • Upsell and cross-sell success rates
  • Onboarding time and customer adoption rates
  • Response and resolution time for customer issues

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