Sr. Manager Customer Success

6 days ago


Hyderabad, Telangana, India Frido Full time

Company Overview

Frido is a company based in Pune that focuses on building innovative products to enhance everyday activities such as walking, sitting, and sleeping.

Our award-winning products, including wheelchairs, shoe inserts, and seat cushions, have earned both Amazon's Choice and Bestseller tags in the Indian market.

Our mission is to enable people to lead pain-free lives and equip them with the freedom to do more through our range of innovative products.

Role Overview

The Senior Manager of Customer Success at Frido will play a pivotal role in building and managing a world-class customer success function.

You'll be responsible for leading the customer success team, driving customer satisfaction and retention, and ensuring a seamless experience for our customers.

This role is ideal for a proactive leader with a proven track record in D2C startups and deep expertise in customer relationship management.

Strategic Leadership

Develop and execute customer success strategies to ensure customer satisfaction, retention, and loyalty.

Team Management

Build, train, and mentor a high-performing customer success team to deliver an exceptional customer experience.

Customer Engagement

Serve as the primary point of contact for high-value customers, ensuring they receive unparalleled support and personalized attention.

Performance Metrics

Establish KPIs and metrics for customer success, regularly tracking progress to identify trends and opportunities for improvement.

Cross-Functional Collaboration

Partner with product, marketing, and sales teams to gather customer insights and influence product development, promotions, and campaigns.

Customer Advocacy

Represent the voice of the customer within the organization, advocating for their needs and helping shape company-wide decisions.

Rentalion & Growth

Drive customer retention strategies, upsell opportunities, and growth initiatives to maximize customer lifetime value.

Technology Integration

Implement and optimize customer success tools, CRM systems, and processes to enhance operational efficiency.

Qualifications

Experience

5–6+ years of experience in customer success, account management, or a related role, preferably in a fast-paced D2C startup environment.

Leadership

Proven experience managing and scaling customer success teams.

Customer-Centric

Strong understanding of customer behavior, lifecycle management, and retention strategies.

Communication Skills

Excellent verbal and written communication, with the ability to convey complex ideas clearly.

Data-Driven

Strong analytical skills with experience using data to drive decisions and improve customer outcomes.

Collaboration

Ability to work effectively across teams and influence stakeholders at all levels.

Technology Savvy

Hands-on experience with CRM tools (e.g., HubSpot, Salesforce, Zendesk) and customer success platforms.

Problem Solver

Exceptional critical thinking and problem-solving skills to address challenges proactively.

Educational Background

Bachelor's degree in business, marketing, or a related field; advanced degree preferred but not required.



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