Customer Success Manager

3 weeks ago

Meerut, India Mode Retails Sales and Marketing Pvt. Ltd. Full time

Job Description – Customer Success Manager (CSM)

Company: Mode Retails Sales & Marketing Pvt. Ltd.

Location:
Uttar Pradesh West

Department: Sales & Marketing

Reports To: Head – Sales & Distribution

About Mode Retails

Mode Retails Sales & Marketing Pvt. Ltd. is one of India's leading manufacturers of incense sticks and natural incense-based products under the flagship brand Prabhu Shriram – India's Best Agarbatti and Dhoop. With a strong presence across E-Commerce, General Trade, Modern Trade, Exports, and Institutional Sales, we deliver 100% charcoal-free, eco-friendly, and health-friendly

Role Overview

The Customer Success Manager (CSM) will be responsible for driving customer satisfaction, retention, and growth across sales channels (General Trade, Modern Trade, Institutional). The role requires strong relationship management, problem-solving, and coordination skills to ensure distributors, retailers, and trade partners achieve success with Mode Retails' product.

Key Responsibilities


• Account Management

o Build and nurture long-term relationships with distributors, retailers, and key accounts.

o Ensure timely order fulfillment, product availability, and resolution of trade partner issues.


• Customer Success & Retention

o Drive customer satisfaction through proactive support, feedback collection, and timely interventions.

o Ensure repeat sales and loyalty programs are executed effectively.


• Sales Growth

o Collaborate with the Sales & Marketing teams to achieve sales targets 5 lakh in assigned regions.

o Identify upselling and cross-selling opportunities within trade channels.


• Process & Support

o Coordinate with supply chain, logistics, and accounts teams for smooth order-to-cash cycle.

o Track and report customer health metrics, satisfaction scores, and churn risks.


• Training & Enablement

o Educate distributors and trade partners about new launches, schemes, and marketing campaigns.

o Provide guidance on positioning Prabhu Shriram products against competition.


• Market Insights

o Capture and report customer feedback, competitor activity, and market trends.

o Suggest improvements in product offerings and service delivery.

Desired Candidate Profile


• Graduate


• 3–6 years of experience in Sales (preferably in FMCG, Retail, or Consumer Goods).


• Strong communication, negotiation, and relationship management skills.


• Hands-on experience with CRM tools, Excel, and reporting.


• Ability to work in a fast-paced environment with cross-functional teams.


• Willingness to travel as per business needs.

Key Skills

Customer Success, Key Account Management, Distributor Relationship, Trade Marketing, Sales Growth, Retention Management, Cross-functional Coordination, FMCG Sales

How to apply : You can forward your resume with your name and position you are applying for in the subject on

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