Customer Success manager

2 days ago

Hyderabad, Telangana, India Good Health Company Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title:
Customer Success Manager – D2C

  • Location:
    Hyderabad
  • Work Type:
    Onsite
  • Shift:
    Day Shift
  • Working Days:
    6 Days a Week

About the Role:

We are seeking an experienced
Customer Success Manager (CSM)
with a strong background in
Direct-to-Consumer (D2C) businesses
. The ideal candidate will be responsible for building strong customer relationships, driving adoption of our solutions, ensuring client satisfaction, and enabling customer retention and growth.

Key Responsibilities:

  • Act as the primary point of contact for D2C clients, ensuring their needs are met and exceeded.
  • Drive customer onboarding, adoption, engagement, and renewal processes.
  • Understand client business goals and align our solutions to deliver maximum value.
  • Manage customer escalations with empathy and ensure timely resolution.
  • Conduct regular check-ins, business reviews, and feedback sessions with clients.
  • Collaborate with internal teams (Sales, Marketing, Product, Operations) to resolve customer queries and improve overall experience.
  • Analyze customer data and usage patterns to identify opportunities for upselling or cross-selling.
  • Develop strategies to reduce churn and improve Net Promoter Score (NPS).
  • Keep up with D2C market trends and customer experience best practices.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field. MBA is a plus.
  • 3–6 years of proven experience in Customer Success / Account Management, preferably in the D2C / E-commerce industry.
  • Strong understanding of
    customer lifecycle management, retention strategies, and D2C ecosystem.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Problem-solving mindset with the ability to handle complex situations.
  • Familiarity with CRM tools (HubSpot, Salesforce, Zoho, etc.) and analytics platforms.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

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