Customer Success Manager

About us:At PadCare, we're on a mission to make hygiene sustainable. Founded in 2018, we have developed India's first patented sanitary napkin recycling technology—PadCareX.But we're not just solving a waste problem, we're building a circular economy that champions environmental resilience and social equity. Our service model closes the loop starting from collection, recycling, and transforming single-use sanitary napkins into sustainable materials, while also creating dignified jobs for marginalized waste workers, especially women, across the country.With 100+ changemakers across 25+ cities, PadCare is driving real impact—for people and the planet. Recognized by Forbes, the World Economic Forum, and more, we believe business can be a force for good. If you do too, PadCare is where your purpose finds a home.Oh, and you must have seen us on an episode of Shark Tank India, Season 2 - To learn more about the work that PadCare is doing, check out the website: Role overview & Key responsibilities:The Customer Success (CS) Manager will drive the entire post-sales lifecycle—onboarding, adoption, customer experience, renewals, QBR/PBR governance, NPS/CSAT, churn control, and escalation management.This role will scale the CS function to meet PadCare's rapid growth and ensure enterprise-grade client management.1. Leadership & Team ManagementLead a multi-layer CS team (Onboarding, KAMs, Renewal, QA, MIS, Support).Build org capacity to manage enterprise clients.Ensure capability building, coaching, and KPI-driven culture.2. Customer Lifecycle OwnershipOnboardingEnsure frictionless, high-quality onboarding with SOPs, project plans & go-live checks.Key Account Management (KAM)Drive deep relationship management with client: Admin/EHS/Procurement/Sustainability teams.Strengthen client referenceability and long-term partnership.-QBR & PBR ManagementDrive QBR (Quarterly Business Review) for top 200 clients.Run PBR (Performance Business Review) for the remaining long-tail accounts.Ensure structured QBR decks, analytics, escalations, and action plans.Track improvement commitments and follow-ups rigorously.-Renewal ManagementAchieve >95% renewal rate through structured renewal calendar & early interventions.-Churn PreventionBuild a health score model and early-warning signals.Create churn-playbooks and rapid turn-around plans.3. Customer Experience & SentimentOwn NPS, CSAT, CES and drive continuous improvement projects.Conduct annual Voice of Customer surveys.Build service blueprint and experience playbooks.Create customer success stories, case studies, and advocacy networks along with marketing4. In-Person Client Meetings & Field EngagementDrive regular in-person client visits across India.Ensure KAMs meet key clients quarterly; Head of CS meets top accounts monthly.Conduct site audits, service assessments, and implementation walkthroughs.Engage directly with escalated accounts to restore confidence.5. Escalation Ownership-Act as final escalation leader for enterprise clients.Build a multi-level escalation matrix (Ops → City Lead → CS Head).Ensure 24-hour response and 72-hour resolution for major issues.Drive thorough RCA & CAPA and ensure SOP enforcement with Ops & Finance.Present critical escalations in QBRs & internal reviews.6. MIS, Analytics & ReportingOwn and publish dashboards for:QBR/PBR performanceRenewal & churn pipelineEscalation heatmapsService scorecardsNPS/CSAT trendsBilling, PO/SO, MIS syncProvide insights to CEO for monthly business reviews.7. Cross-Functional CollaborationWork with Ops to ensure 100% service reliability.Work with Finance for billing, DSO control, and dispute reduction.Work with Sales for upsell/cross-sell and expansion opportunities.Work with Marketing & Product for customer advocacy and feedback loops.Manage customer champions on the client side to ensure smooth delivery.8. Process, System & AutomationImplement CRM, ticketing, NPS tools, and automated workflows.Build CS SOPs, client onboarding decks, RCA formats, and knowledge bases.Introduce AI/analytics to scale operations with fewer people.9. Commercial & Strategic InitiativesIdentify upsell and expansion opportunities:Extra sitesRebirth stationeryDiaper recyclingExtended service plansParticipate in pricing strategy, client tiering & global service readiness.Lead large-client governance models.What we're looking for:5–8 years experience in Customer Success/Account Management/OperationsExperience running QBR frameworks & escalation governanceStrong client-facing communication skillsExcellent MIS & data-driven managementPeople leadership, conflict resolution, and cross-functional collaborationFounder mindset: high ownership, agility, and speed of executionCulture Fit: Integrity, Entrepreneurship, Collaboration, Customer-First, Innovation.Work Mode: Full time; Pune based; with extensive travel (30–40%)Why join us:Compensation:  Competitive salary in line with industry standardsGrowth Path:  Opportunity to scale into Customer Success C-Suite and beyond as PadCare expands globally.Purpose With Impact:  Join a mission-driven team transforming menstrual hygiene through sustainable solutions that uplift women's health, the environment, and sanitation workers' dignity.Eco-Warrior in Action:  Help recycle millions of sanitary pads and actively reduce landfill waste and carbon emissions—real impact, not just buzzwords.Innovation Meets Heart:  Be part of a team that blends empathy with patented 5D recycling tech to build the future of circular economy.Grow With Us:  We're a fast-gowing, venture-backed startup offering real opportunities to scale your career as we scale our impact.A Culture That Cares: Work in a space where collaboration, inclusivity, and purpose aren't just values—they're how we roll every day.