Customer Success Manager

About The Wedding Company (TWC)

The Wedding Company is a tech-enabled, full-stack wedding planning platform that manages the entire wedding journey end-to-end. With a curated vendor network, expert planning assistance, and a customer-first approach, we help couples plan their dream weddings seamlessly.

Role Overview

We’re hiring a Customer Experience Manager — a central resource responsible for owning and enhancing the customer journey at every stage. From acting as the face of TWC to resolving escalations and ensuring internal accountability, this role ensures every client enjoys a frictionless, delightful experience.

This is a high-ownership role for someone who thrives in a cross-functional setup, can problem-solve deeply, and champions customer satisfaction and service excellence.

Key Responsibilities

Customer Relationship & Experience Management

- Act as the customer-facing POC beyond the assigned Wedding Experience Manager (WEM), Wedding Planner (WP), or Relationship Manager (RM) for the project — especially when things break or customer concerns go unresolved.
- Ensure a high level of customer satisfaction across different stages of the wedding journey — from planning to execution (typically spanning 5–9 months).
- Identify early signs of dissatisfaction, flag potential escalations, and proactively prevent service gaps, breakdowns, or trust erosion.
- Communicate TWC’s policies, processes, and terms clearly and empathetically to help customers understand the rationale and align expectations.
- Be the representative of the customer to internal teams and leadership — while also protecting TWC’s business interests when required.
- Reconnect with inactive or non-responsive clients, and support in nudging them forward in their planning journey.

Escalation Handling & Root Cause Analysis (RCA)

- Be the central POC for customer escalations, refund requests, or issue redressals.
- Conduct deep RCA by:
- Mapping the full sequence of events.
- Gathering inputs from all internal stakeholders involved.
- Piecing together a complete, unbiased, action-oriented RCA report that reflects the true picture and drives accountability.

Project Monitoring & Process Adherence

- Bring central visibility across all live projects — ensuring all client journeys are being actively managed.
- Implement regular quality checks and escalations audits to monitor pending actions, track service hygiene, and identify potential risks.
- Run systems and processes that ensure 100% coverage of live weddings and surface any red flags early.
- Drive follow-ups on planning fee collections, and support recovery in cases of drop-offs or client disengagement.

Internal Accountability & Continuous Improvement

- Work across internal teams to close client loops on queries, service gaps, and handovers.
- Set and enforce clear accountability within internal functions — ensuring delivery is not just promised, but completed.
- Flag repeated or systemic process deviations and collaborate with leadership to implement fixes and prevent recurrence.
- Actively contribute to building and improving Customer facing processes, reporting systems, and controls measures, using frontline insights.

Who Should Apply

We’re looking for someone who:

- Has deep empathy for customers and is committed to making their journey a success.
- Can handle complexity, conflict, and ambiguity with calm, structure, and clarity.
- Thinks critically and builds complete narratives that represent all sides fairly — including customer, team, and business.
- Has a strong bias for action and perseverance — this role requires chasing updates, solving issues, and pushing things to closure.
- Has a desire to learn process implementation at scale, develop central data visibility, and contribute to building robust systems that drive customer satisfaction.

Qualifications & Skills

- 4–6 years of experience in customer experience, client servicing, operations, or similar roles.
- Medium to advanced proficiency in Excel / Google Sheets (dashboards, trackers, RCA reports, etc.).
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and internal stakeholder management.
- Self-starter, collaborative team player, and proactive mindset.

Core Competencies

- Grit and perseverance to follow through and drive outcomes.
- Attention to detail with structured, analytical thinking.
- Strong organizational skills to manage multiple live projects simultaneously.
- Comfortable being both the "voice of the customer" and the "face of the company."