Customer Success Manager

Location: Bengaluru  Function: Customer Success, Experience & Support  Reporting To: Growth Head/ CEO   About Decode Age   Decode 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 Overview   The 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 Responsibilities   Customer 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.   Candidate Profile   Education & Experience   Bachelor’s/Master’s degree in Business, Operations, or a related field. 8–12 years of progressive experience in customer success, experience, or support leadership roles .  Strong track record within D2C, e-commerce, or consumer technology .  Industry exposure to healthcare, nutraceuticals, or biotech is an advantage.  Competencies & Skills   Proficiency in CRM and support platforms (Freshdesk, Zendesk, HubSpot, Salesforce).  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.   Success Metrics (12-Month Horizon)   Establish customer feedback systems and dashboards within 90 days .  Improve NPS by 15% and reduce resolution times by 20% within 6 months.  Achieve a 30% reduction in complaints and a 20% increase in repeat purchase rate within 12 months.  Build a scalable customer success structure ready to support global expansion .   Growth Path   This role offers the opportunity to progress into Head of Customer Experience or Chief Customer Officer (CCO) , as Decode Age expands domestically and internationally.   Why Join Decode Age   Be at the forefront of the longevity revolution in India .  Lead a function that directly shapes customer loyalty, retention, and advocacy .  Work with founders and senior leadership in a high-impact, growth-driven environment .  Build systems and teams that will set industry benchmarks in customer experience .