Customer Success Executive

22 hours ago

Pune, Maharashtra, India THW ~ The Healthy World Full time ₹ 2,40,000 - ₹ 4,20,000 per year

THW - The Healthy World | Healthier Choices for Everyone

At THW - The Healthy World, we believe that healthy, pure, and sustainable food should be accessible to all. Our farm-to-fork approach ensures that you get fresh organic fruits, vegetables, dairy, bakery products, country eggs, fresh juices, and wholesome groceries—delivered reasonably and with great value.

Location: Viman Nagar, Pune

Department: Sales & Support

Employment Type: Full-Time

Salary: upto 35k/month

Job Details

Job Summary:

We are seeking a Customer Success Executive who is passionate about delighting customers instead of "selling to" them. This role is about building trust, guiding customers, and ensuring they enjoy a smooth, joyful, and memorable journey with THW.

Unlike traditional sales roles, you will not be expected to cold-call or push-sell. Instead, you will:

  • Act as a bridge between THW and our customers, ensuring their queries, feedback, and concerns are resolved with empathy.
  • Guide new customers in understanding our products, values, and unique benefits.
  • Ensure repeat orders and loyalty by delivering consistent 10x customer experience.
  • Work closely with marketing, operations, and product teams to share customer insights and help design campaigns that attract, educate, and retain customers.

Key Responsibilities:

  • Manage customer queries and support requests through multiple channels (calls, WhatsApp, email, chat)
  • Onboard new customers with a warm, personalized experience, ensuring they feel confident in their choice.
  • Monitor customer satisfaction and proactively address issues to avoid churn.
  • Build long-term customer relationships by listening, understanding, and guiding them. Collaborate with marketing to create engaging communication that educates rather than sells.
  • Track key customer success metrics (satisfaction score, repeat orders, referrals, churn rate.
  • Identify upsell opportunities organically — only when they genuinely add value for the customer.

Requirements:

  • 2–4 years of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce).
  • Strong communication skills in English, Hindi, and/or Marathi.
  • Empathy-driven mindset with genuine care for customer well-being.
  • Experience in customer-centric platforms like Amazon, Myntra, Flipkart, BigBasket, or similar will be highly valued.
  • Comfort with Zoho One tools (CRM, Desk, Projects, etc.) is highly preferred.
  • Ability to multitask, remain calm under pressure, and resolve problems with patience.
  • Candidates residing in or near Viman Nagar, Pune preferred for better coordination.

What We Offer:

  • A chance to be part of a purpose-driven brand making a real impact.
  • ESOPs for deserving candidates, offering long-term wealth creation along with competitive salary
  • Growth-oriented culture where ownership and ideas are valued.
  • Regular training and exposure to customer success best practices from leading D2C brands.
  • Salary + performance-linked incentives (linked to customer satisfaction, not sales pressure).
  • The joy and fulfillment of being part of a mission that truly matters — healthier lives, empowered farmers, and a greener planet.

To apply, send your resume to , or visit our site

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