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Customer Success Director

1 week ago

Hyderabad, Telangana, India Frido Full time

Company Overview

Frido is a pioneering company based in Pune, dedicated to creating innovative products that enhance daily life. Our products, including wheelchairs, shoe inserts, and seat cushions, have garnered recognition with Amazon's Choice and Bestseller tags in the Indian market.

Our mission is to empower people to lead pain-free lives, providing them with the freedom to do more through our range of innovative solutions.

Role Overview

The Senior Manager of Customer Success at Frido will play a pivotal role in building and managing a world-class customer success function.

You'll be responsible for leading the customer success team, driving customer satisfaction and retention, and ensuring a seamless experience for our customers.

This role is ideal for a proactive leader with a proven track record in D2C startups and deep expertise in customer relationship management.

Key Responsibilities

  • Develop and execute customer success strategies to ensure customer satisfaction, retention, and loyalty.
  • Build, train, and mentor a high-performing customer success team to deliver an exceptional customer experience.
  • Serve as the primary point of contact for high-value customers, ensuring they receive unparalleled support and personalized attention.
  • Establish KPIs and metrics for customer success, regularly tracking progress to identify trends and opportunities for improvement.
  • Partner with product, marketing, and sales teams to gather customer insights and influence product development, promotions, and campaigns.
  • Represent the voice of the customer within the organization, advocating for their needs and helping shape company-wide decisions.
  • Drive customer retention strategies, upsell opportunities, and growth initiatives to maximize customer lifetime value.
  • Implement and optimize customer success tools, CRM systems, and processes to enhance operational efficiency.