Head of Customer Success
1 day ago
Company Description
Elchemy is a tech-enabled cross-border specialty chemicals marketplace. Our vision is to become the largest global speciality chemicals distributor focussing on discovery and fulfillment using a tech-first approach.
Chemicals is an extremely important large and fragmented market with multiple inefficiencies in cross border trade. The global speciality chemicals market is $800bn growing at a CAGR of 5.7%. The industry faces glaring challenges including lack of trust, excessive lead times, quality uncertainty, lack of transparency and tons of operational challenges.
In the past 24 months of the company's operation, we have scaled up our operations serving in more than 40 countries and have active partnerships with more than 100s of customers and suppliers. The company has raised a total of upwards of $7.5mn from marquee investors like InfoEdge Ventures, Prime Venture Partners and from promoters of companies like Vinati Organics, Laxmi Organics, and Coromandel International.
Our highly ambitious team comprises alumni from IITs, IIMs, NITs and have extensive experience of working in startups as well as multinational companies. We want to create a team with A-players and rockstars in all roles. When such a team comes together, no vision seems unachievable, and everyone pushes to deliver outstanding results.
Role Description
As a Customer Success Specialist at Elchemy, you will own the post-sales customer journey. You'll coordinate across teams to ensure smooth execution of orders, provide timely updates to customers, and champion customer satisfaction across all touchpoints. Your role bridges sales, logistics, and operations to ensure the customer is always front and center.
Customer Coordination & Support
Act as the primary point of contact for customers post-sale. Understand customer-specific requirements and ensure accurate internal communication.Coordinate closely with logistics, documentation, and finance to resolve customer queries and issues promptly.
Order Tracking & Communication
Share regular shipment updates, delivery timelines, and documentation status with customers. Proactively inform customers of any delays or deviations, with timely resolutions.
Internal Collaboration
Work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables. Ensure customer priorities are reflected in internal decision-making and processes.
Customer Experience & Retention
Champion customer satisfaction by anticipating needs and providing proactive support. Conduct post-delivery follow-ups to gather feedback and identify areas of improvement.
Process Definition & Improvement
Design and implement scalable processes to enhance the customer experience. Create SOPs and customer playbooks for internal teams to ensure consistent support.
Documentation & Compliance
Ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers. Collaborate with compliance teams to meet export/import regulations as needed.
Issue Resolution and audit
Take ownership of complaints or escalations, ensuring quick and satisfactory resolution. Maintain logs of recurring issues to identify trends and collaborate on root-cause solutions.
6tPyCsHBeb
-
Customer Service and Success
2 days ago
Mumbai, Maharashtra, India The House of Abhinandan Lodha Full time ₹ 25,00,000 - ₹ 50,00,000 per yearJob Title: Team LeadDepartment: Customer Service and SuccessPurpose of the RoleAs a Lead CSS, you will lead a team of 4–5 Customer Experience Managers (CEMs), each managing a portfolio of ~250 high-value customers. You'll be accountable for coaching and empowering your team to drive customer delight, revenue realization, and process excellence. This is a...
-
Customer Success Manager
1 week ago
Mumbai, Maharashtra, India TSquared Lab Full time ₹ 5,00,000 - ₹ 8,00,000 per yearCustomer Success ManagerLocation:Remote (Singapore Time Zone)Type:Full-TimeDepartment:Client ExperienceReports to:Head of MarketingAbout TSquared Personal TrainingAt TSquared, we redefine personal training through a transformative approach that blends science, care, and results. As a luxury total transformation ecosystem based in Singapore, we focus...
-
Customer Success
2 weeks ago
Mumbai, Maharashtra, India ExtraMile Play Full time ₹ 1,80,000 - ₹ 2,40,000 per yearCustomer Success / Operations InternLocation: Mumbai (In Office)Duration: 3–6 monthsType: Internship (with potential for full-time conversion)Stipend: 15,000-20,000/month (based on experience)About ExtramilePlayExtramilePlay is a fast-growing SaaS and gamification platform that helps enterprises engage their teams through AI-powered games, interactive...
-
Customer Success
2 weeks ago
Mumbai, Maharashtra, India Miniture Full time ₹ 4,20,000 - ₹ 4,80,000 per yearCompany DescriptionMiniture is built on the belief that play isn't just for fun; it's the foundation of a child's confidence, creativity, and growth. We design premium, multifunctional furniture and play-tools that empower children to explore, imagine, and thrive, while blending beautifully into modern homes. Driven by a passion for purposeful design and an...
-
Customer Success Manager
6 minutes ago
Mumbai, Maharashtra, India Praan Full time ₹ 9,00,000 - ₹ 12,00,000 per yearAbout PraanPraan is a deep-tech startup committed to democratizing clean air through innovative technology solutions. We are focussed on delivering outstanding customer experiences and building strong, long-lasting relationships with our clients.Role OverviewAs a Customer Success Manager at Praan, you will be the primary point of contact for our customers,...
-
Customer Success Manager
6 days ago
Mumbai, Maharashtra, India Salesforce Full time ₹ 12,00,000 - ₹ 36,00,000 per yearTo get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a...
-
Customer Success Manager
14 minutes ago
Mumbai, Maharashtra, India WATI Full time ₹ 9,00,000 - ₹ 12,00,000 per yearWati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect...
-
Customer Success Manager
5 days ago
Mumbai, Maharashtra, India Salesforce Full time ₹ 15,00,000 - ₹ 25,00,000 per yearTo get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a...
-
Customer Success Professional
2 weeks ago
Mumbai, Maharashtra, India Powerweave Full time ₹ 9,00,000 - ₹ 12,00,000 per yearCustomer Success Professional What we're looking for:7 years of experience in Customer Success / Account Management Proven record in relationship management, renewals, upsell & cross-sell, inside sales Strong communication, training, and presentation skills Experience with CRM tools and customer journey mapping Location: Andheri East,...
-
Customer Success Executive
1 day ago
Mumbai, Maharashtra, India Taabi Full time ₹ 6,00,000 - ₹ 18,00,000 per yearPosition:Customer Success Executive / Customer Onboarding Executive / Customer Program ExecutiveJob Overview:We are looking for a highly driven individual to nurture long-term client relationships and ensuring high customer retention in our IoT-enabled SaaS ecosystem. You will be the primary point of contact for assigned accountsensuring successful...
