Head of Customer Success

2 days ago

delhi, India Clumsy Bumsy Full time

Job Title: Head of Customer Success Location: Sonipat, Haryana / Hybrid Employment Type: Full-time Salary Range: ₹40,000 – ₹80,000 per month (based on experience) Company Website: About Us At Clumsy Bumsy, we make healthy, fresh meals for cats — and we do it with heart. Every pack we deliver represents trust from a pet parent who wants the best for their fur baby. That’s why our relationship with customers doesn’t end at purchase — it starts there. We’re looking for a Head of Customer Success who can lead this relationship end to end — ensuring every customer feels heard, supported, and genuinely cared for. From building a strong support team to designing retention strategies and turning feedback into action — this role is all about empathy, ownership, and excellence. Key Responsibilities • Lead and manage the entire customer success function , ensuring a seamless and positive experience across all touchpoints — WhatsApp, calls, email, and social platforms. • Build and mentor a high-performing customer support team , focusing on training, empathy, and quick problem resolution. • Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication. • Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience. • Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops. • Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates. • Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health. • Handle high-priority or sensitive cases directly to maintain trust and brand credibility. • Own post-purchase engagement, including proactive follow-ups, feedback collection, and subscription management. • Continuously refine communication tone and playbooks to reflect the brand’s personality — warm, helpful, and genuinely caring. Key Requirements • Bachelor’s or Master’s degree in Business, Communication, or a related field. • 3–6 years of experience in customer success, service, or CRM — preferably in a D2C, FMCG, or subscription-based brand. • At least 2 years in a team leadership or managerial role . • Strong understanding of CRM tools, support dashboards, and customer lifecycle management. • Exceptional communication and problem-solving skills — with a calm, empathetic, and solution-first mindset. • Data-driven with the ability to translate feedback into actionable insights and measurable improvements. • Ability to work cross-functionally with production, marketing, and operations to ensure smooth customer journeys. • A natural people-person — someone who genuinely loves connecting with customers and creating delightful experiences. • Pet lover at heart — because understanding pet parents starts with caring about pets yourself

  • Head of Customer Success

    2 days ago

    delhi, India Clumsy Bumsy Full time

    Job Title: Head of Customer Success Location: Sonipat, Haryana / Hybrid Employment Type: Full-time Salary Range: ₹40,000 – ₹80,000 per month (based on experience) Company Website: www.clumsybumsy.comAbout UsAt Clumsy Bumsy, we make healthy, fresh meals for cats — and we do it with heart. Every pack we deliver represents trust from a pet parent who...

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