Customer Success Manager

Role Overview

This is a high-ownership role responsible for building and scaling the entire customer success function from the ground up. You will own the end-to-end customer journey and drive retention, satisfaction, and lifetime value through structured systems and exceptional customer experience.

Why This Role Exists

We are not hiring to manage support—we are hiring to build a customer success engine from scratch.

Today, customer experience is an untapped opportunity. Every missed follow-up or poor interaction impacts retention, trust, and lifetime value.

Your role is to transform customer experience into a scalable growth driver.

What Makes This Role Different

• Full ownership of the customer success function
• Freedom to experiment, build, and optimise systems
• No predefined structure—you define best practices
• Opportunity to create a world-class customer experience

👉 This is a build-and-scale role, not a maintenance role.

What You Will Own

The complete customer lifecycle:

• Pre-purchase experience
• Post-purchase journey
• Support and resolution
• Retention and repeat purchases
• Loyalty and advocacy

Your work will directly impact:

• Repeat purchase rate
• Customer Lifetime Value (LTV)
• NPS & CSAT
• Brand trust

Key Responsibilities

1. Build Customer Success from Scratch

• Design the end-to-end customer journey
• Define key touchpoints (order, delivery, usage, follow-ups)
• Create structured, scalable systems

2. Set Up Support Systems

• Manage call, WhatsApp, email, and chat support
• Define SLAs (response & resolution time)
• Ensure proactive, not reactive, support

3. Drive Retention & Engagement

• Build journeys (welcome, education, follow-ups, reminders)
• Identify drop-offs and reduce churn
• Improve repeat purchases

4. Build Feedback & Insight Loops

• Implement NPS, CSAT, and surveys
• Analyse feedback and identify patterns
• Convert insights into improvements across teams

5. Ensure Experience Quality

• Define “premium customer experience”
• Create SOPs for communication and issue resolution
• Train teams for consistency

6. Build & Scale the Team

• Hire and train support executives
• Set performance benchmarks and accountability

7. Drive Decisions with Data

• Track key metrics (retention, resolution time, satisfaction)
• Build dashboards and take action

Key Metrics

• Repeat Purchase Rate
• Customer Lifetime Value (LTV)
• NPS & CSAT
• First Response Time & Resolution Time
• Complaint Rate & Retention Rate

What We’re Looking For

• 3–6+ years in Customer Success / Support / Experience
• Experience building or scaling systems
• Strong understanding of customer behaviour and retention
• Hands-on with CRM tools (Freshdesk, Zendesk, HubSpot)
• High ownership and execution mindset

Good to Have

• D2C or consumer brand experience
• Exposure to health/wellness or subscription models
• Experience with retention tools (WhatsApp, Email, SMS)
• Understanding of post-delivery and logistics experience

What Success Looks Like (3–6 Months)

• Clear and structured customer journey
• Efficient support systems with defined SLAs
• Reduced customer pain points
• Improved repeat purchase rate
• Scalable customer success engine in place

How We Evaluate

Not by tickets closed, but by:

• Improvement in customer experience
• Increase in retention
• Scalability of systems

Who Should Not Apply

• Prefer rigid, predefined environments
• Only want to manage, not build
• Uncomfortable with ambiguity