Customer Success Manager

Function: Customer Success, Experience & SupportReporting To: Growth Head/ CEOAbout Decode AgeDecode Age is India's first longevity company, operating at the intersection of nutraceuticals, biotechnology, and digital health. We are creating a new category in preventive health and human longevity, with a fast-scaling D2C model and presence across leading e-commerce platforms.As we continue to expand, ensuring exceptional customer experience and retention is critical to our growth. We are seeking a Customer Success Manager to lead this mandate and build a world-class customer success function at Decode Age.Role OverviewThe Customer Success Manager will be responsible for the entire customer satisfaction lifecycle, spanning onboarding, support, loyalty, feedback, and retention. This individual will design and implement structured customer engagement frameworks, establish high-performing support systems, and deploy analytics to proactively enhance customer loyalty.This is a strategic role with operational accountability, requiring expertise in customer success, analytics, and leadership. The role directly contributes to customer lifetime value, repeat purchase behaviour, and brand advocacy.Key ResponsibilitiesCustomer Lifecycle Management- Own the end-to-end customer journey, from pre-purchase onboarding to repeat purchase and advocacy.- Establish structured checkpoints at critical touchpoints (purchase, delivery, product usage, renewal).- Build playbooks to address friction points and elevate the Decode Age customer experience.Feedback & Loyalty Programmes- Design and manage customer feedback systems and review platforms (on-site surveys, off-site reviews, NPS tracking).- Oversee Decode Age's loyalty app and programmes, driving repeat purchases and customer retention.- Translate insights into measurable improvements across product, marketing, and operations.Customer Support Leadership- Lead and manage the customer support ecosystem including call centre, email, WhatsApp, and live chat.- Define and monitor SLAs for response time, resolution time, escalations, and CSAT.- Implement quality assurance and training programmes to ensure consistent, premium service delivery.Customer Education & Engagement- Develop and maintain self-service knowledge bases, FAQs, and educational content.- Implement proactive engagement initiatives (welcome journeys, health checks, retention campaigns).- Build tailored strategies for high-value customers to reduce churn and drive advocacy.Analytics & Business Impact- Create dashboards to monitor NPS, CSAT, CES, churn rate, repeat purchase rate, and complaint categories.- Conduct root-cause analysis on recurring issues and deliver cross-functional recommendations.- Partner with marketing and commercial teams to drive upsell and cross-sell strategies, directly impacting LTV.Compliance & Governance- Ensure all communications comply with nutraceutical, biotech, and data privacy regulations.- Implement SOPs for complaint handling, escalation management, and customer communication standards.Leadership & Team Building- Recruit, train, and mentor a high-performance customer success and support team.- Drive cultural adoption of a customer-first mindset across the organisation.- Lead change management initiatives to scale processes and infrastructure in line with company growth.Competencies & Skills- Proficiency in CRM and support platforms (Freshdesk, Zendesk, HubSpot, Salesforce).- Experience with D2C & E-commerce platform.- Experience with loyalty and feedback tools (Yotpo, Trustpilot, SurveyMonkey).- Strong analytical orientation with ability to translate data into strategic business actions.- Exceptional communication, conflict resolution, and stakeholder management skills.- Demonstrated ability to lead teams, implement SOPs, and scale functions in fast-growth environments.If interested please share your resume at hr@decodeage.com