Customer Success Manager

Location:Bengaluru Function:Customer Success, Experience & Support Reporting To:Growth Head/ CEOAbout Decode AgeDecode Age is India’s first longevity company, operating at the intersection ofnutraceuticals, biotechnology, and digital health . We are creating a new category in preventive health and human longevity, with a fast-scaling D2C model and presence across leading e-commerce platforms.As we continue to expand, ensuringexceptional customer experience and retentionis critical to our growth. We are seeking aCustomer Success Managerto lead this mandate and build a world-class customer success function at Decode Age.Role OverviewThe Customer Success Manager will be responsible for theentire customer satisfaction lifecycle , spanning onboarding, support, loyalty, feedback, and retention. This individual will design and implement structured customer engagement frameworks, establish high-performing support systems, and deploy analytics to proactively enhance customer loyalty.This is astrategic role with operational accountability , requiring expertise in customer success, analytics, and leadership. The role directly contributes tocustomer lifetime value, repeat purchase behaviour, and brand advocacy .Key ResponsibilitiesCustomer Lifecycle Management Own theend-to-end customer journey , from pre-purchase onboarding to repeat purchase and advocacy. Establish structured checkpoints at critical touchpoints (purchase, delivery, product usage, renewal). Build playbooks to address friction points and elevate the Decode Age customer experience. Feedback & Loyalty ProgrammesDesign and managecustomer feedback systems and review platforms(on-site surveys, off-site reviews, NPS tracking). Oversee Decode Age’sloyalty app and programmes , driving repeat purchases and customer retention. Translate insights intomeasurable improvementsacross product, marketing, and operations. Customer Support LeadershipLead and manage thecustomer support ecosystemincluding call centre, email, WhatsApp, and live chat. Define and monitor SLAs for response time, resolution time, escalations, and CSAT. Implementquality assurance and training programmesto ensure consistent, premium service delivery. Customer Education & EngagementDevelop and maintainself-service knowledge bases, FAQs, and educational content . Implementproactive engagement initiatives(welcome journeys, health checks, retention campaigns). Build tailored strategies for high-value customers to reduce churn and drive advocacy. Analytics & Business Impact Create dashboards to monitorNPS, CSAT, CES, churn rate, repeat purchase rate, and complaint categories . Conduct root-cause analysis on recurring issues and deliver cross-functional recommendations. Partner with marketing and commercial teams to driveupsell and cross-sell strategies , directly impacting LTV. Compliance & GovernanceEnsure all communications comply withnutraceutical, biotech, and data privacy regulations . Implement SOPs for complaint handling, escalation management, and customer communication standards. Leadership & Team BuildingRecruit, train, and mentor ahigh-performance customer success and support team . Drive cultural adoption of acustomer-first mindsetacross the organisation. Lead change management initiatives to scale processes and infrastructure in line with company growth.Candidate Profile Education & ExperienceBachelor’s/Master’s degree in Business, Operations, or a related field. 8–12 years of progressive experience incustomer success, experience, or support leadership roles . Strong track record withinD2C, e-commerce, or consumer technology . Industry exposure tohealthcare, nutraceuticals, or biotechis an advantage. Competencies & SkillsProficiency inCRM and support platforms(Freshdesk, Zendesk, HubSpot, Salesforce). Experience withloyalty and feedback tools(Yotpo, Trustpilot, SurveyMonkey). Strong analytical orientation with ability to translate data into strategic business actions. Exceptional communication, conflict resolution, and stakeholder management skills. Demonstrated ability tolead teams, implement SOPs, and scale functionsin fast-growth environments.Success Metrics (12-Month Horizon) Establish customer feedback systems and dashboards within90 days . Improve NPS by15%and reduce resolution times by20%within 6 months. Achieve a30% reduction in complaintsand a20% increase in repeat purchase ratewithin 12 months. Build a scalable customer success structure ready to supportglobal expansion .Growth Path This role offers the opportunity to progress intoHead of Customer ExperienceorChief Customer Officer (CCO) , as Decode Age expands domestically and internationally.Why Join Decode AgeBe at the forefront of thelongevity revolution in India . Lead a function that directly shapescustomer loyalty, retention, and advocacy . Work with founders and senior leadership in ahigh-impact, growth-driven environment . Build systems and teams that willset industry benchmarks in customer experience .