Customer Success Manager

13 hours ago

Mohali, India Lytegen Full time
Role Overview

We are seeking a Customer Success Manager with proven leadership and operational experience to establish, scale, and lead our customer service department. This role goes beyond traditional account management—it requires building processes, implementing systems, hiring and training staff, and ensuring that our customer support becomes a strategic driver of retention, loyalty, and growth.

The ideal candidate is highly organized, process-driven, and passionate about creating a world-class customer experience from scratch.

Key Responsibilities
1. Department Setup & Leadership
  • Build and structure the customer service department from the ground up.
  • Define KPIs, SOPs, and success metrics for customer service performance.
  • Select and implement customer communication tools (CRM, ticketing systems, chatbots, etc.).
  • Hire, train, and manage a growing team of Customer Service Representatives and Team Leads.
  • Create a knowledge base, FAQs, escalation protocols, and customer journey maps.
2. Customer Success Strategy
  • Develop and implement a comprehensive customer success framework to increase retention and reduce churn.
  • Identify upsell, cross-sell, and referral opportunities by maintaining strong customer relationships.
  • Partner with Sales, Operations, and Product teams to ensure a seamless handoff and consistent customer experience.
  • Act as the voice of the customer, providing feedback to internal teams for product and process improvements.
3. Operations & Process Optimization
  • Establish scalable support workflows, from onboarding through post-sales support.
  • Standardize issue-tracking, escalation, and resolution timelines.
  • Implement customer feedback loops (NPS, CSAT, CES surveys).
  • Create and manage reporting dashboards to track service performance, resolution rates, and customer satisfaction.
4. Leadership & Coaching
  • Serve as both a hands-on problem solver and a strategic leader.
  • Coach and mentor the team to deliver professional, empathetic, and effective support.
  • Conduct regular training to maintain service quality and product knowledge.
Requirements
Qualifications
  • 5+ years in customer success, customer service, or account management.
  • 2+ years in leadership/management, ideally building or scaling a service department.
  • Strong experience with CRM systems (GoHighLevel, HubSpot, Salesforce, or similar).
  • Excellent communication, conflict-resolution, and leadership skills.
  • Strong understanding of customer journey mapping and retention strategies.
  • Startup/fast-paced environment experience is a plus.
  • Solar/Energy sector experience is a plus, but not required.
Benefits
Key Competencies
  • Builder Mindset: Can design and execute processes from scratch.
  • Leadership: Motivates and manages a team with accountability.
  • Customer-Centric: Deep empathy for customer needs and ability to turn challenges into opportunities.
  • Data-Driven: Uses metrics and reporting to drive improvements.
  • Problem-Solver: Can resolve escalations while also preventing future issues.

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