Manager - Customer Success

Manager – Customer Success

Location: Gurugram (On-site)

Department: Customer Success Experience

Reports To: Chief Revenue Officer (CRO)

About the Role

We are looking for a confident, dynamic, and customer-focused professional (preferably a woman) to lead our Customer Success team. The ideal candidate should be passionate about client satisfaction, process improvement, and cross-departmental collaboration. This role demands strong communication, empathy, and analytical ability to ensure every customer touchpoint delivers a seamless experience aligned with Lawyered's values.

Key Responsibilities
1. Customer Relationship Management

• Serve as the primary point of contact for key customers and ensure their satisfaction across all communication channels — calls, emails, social media platforms, chat, WhatsApp, and in-person interactions.
• Build and nurture long-term relationships with clients by understanding their business needs and ensuring proactive engagement.
• Address escalations promptly and professionally, ensuring resolution within defined Response standards.
• Conduct periodic review calls and feedback sessions with customers to assess satisfaction and identify areas for improvement.

2. Performance Management

• Drive ownership, accountability, and professional growth within the team.
• Set clear KPIs for response times, resolution rates, and customer satisfaction scores.

3. Reporting Documentation

• Maintain comprehensive and updated records of customer interactions, escalations, and resolutions across CRM and internal systems.
• Create daily, weekly, and monthly reports on customer satisfaction, query resolution trends, and feedback analytics.
• Monitor team performance dashboards and highlight recurring challenges or process gaps.
• Ensure consistent and transparent reporting to senior management through structured data and visual reports.

4. Process Improvement Collaboration

• Collaborate closely with the Product, Tech, Marketing, and Operations teams to resolve issues impacting customer experience.
• Identify recurring pain points and propose solutions for automation, communication enhancement, or process optimization.
• Develop and standardize Customer Success SOPs, FAQs, and response templates for consistent communication.
• Work with the marketing team to create engagement campaigns, surveys, and awareness materials to improve customer retention.

5. Customer Advocacy Experience

• Act as the voice of the customer in internal meetings, ensuring feedback translates into actionable improvements.
• Drive initiatives that improve customer experience scores and retention rates.
• Oversee the management of all feedback channels and ensure timely redressal of grievances.
• Implement proactive outreach programs to re-engage inactive or at-risk customers.

6. Training Knowledge Development

• Conduct periodic training sessions for the Customer Success team on communication etiquette, product knowledge, and handling complex queries.
• Ensure the team stays updated with product enhancements, new features, and process updates.

Key Skills Competencies

• Excellent communication and interpersonal skills (verbal written).
• Confident, outspoken, and empathetic with a problem-solving mindset.
• Strong analytical and reporting capabilities; proficiency with Excel/Google Sheets and CRM tools.
• Ability to multitask and manage high-pressure situations with composure.
• Strong leadership, delegation, and people management abilities.
• Eye for detail with a structured approach to documentation and follow-ups.
• Customer-centric mindset with a passion for service excellence.

Educational Professional Requirements

• Graduate/Postgraduate (MBA preferred).
• Minimum 4–6 years of experience in Customer Success, Client Servicing, or Customer Experience roles.
• Prior experience in a startup or fast-paced business environment will be an advantage.
• Familiarity with CRM tools, ticketing systems, and reporting dashboards is a must.

Personality Fit

We are looking for a vocal, confident, and people-oriented leader, preferably a woman, who naturally takes ownership and can drive change. She should be articulate, approachable, and driven by empathy, ensuring that every customer interaction reflects professionalism and warmth.

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