Senior Manager - Customer Success

Location: Bengaluru

About the Role
We're looking for a Senior Manager - Customer Success to own the strategy and execution behind how we support, engage, and retain customers across our Retail and Corporate segments — end to end, across the full lifecycle.

You'll work with the Head of Customer Success: translating ambition into a working operating model, championing the customer's voice at every table you sit at, and building the frameworks that let the team scale without losing its human edge. This is a role for someone who thinks in systems, leads with empathy, and is equally comfortable in a strategy review and a live escalation.

Experience:

8–12 years of experience, including 3–5 years leading teams in Customer Success, Operations, or Relationship Management — ideally across consumer-tech, healthcare, or premium subscription businesses.
A track record of managing managers and building operational capability across multi-functional teams.

Education:

An MBA from a Tier-1/2 business school.

What You'll Own:
1) Customer Voice & CX Strategy
Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a clear point of view leadership can act on.
Design and drive the CX strategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal.
Shift the team from reactive, transactional support toward proactive, value-led engagement — and own NPS, Retention rate, and Average Revenue Per User as the measures that prove it's working.
Turn retention drops, escalation trends, or process friction into scalable fixes, not one-off patches.

2) Team, Execution & Cross-Functional Impact
Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.
Run the day-to-day operating rhythm of the CS function — removing blockers, resolving escalations at the root, and holding the line on CS priorities in rooms where trade-offs get made.
Lead CS readiness for new product, plan, and feature launches — workflows, scripting, and training so the team is never caught flat-footed.
Partner with Product, Tech, Operations, and People Success to close systemic gaps in the customer journey and scale L&D across ground teams.
Drive adoption of CRM and automation tools (Salesforce/SFSC and internal systems) that cut friction without losing the human touch.

Skills Required:

Comfort with CRM platforms and data-led decision-making, paired with genuine instinct for customer experience.
Sharp analytical judgment — able to read NPS trends, retention drops, or bottlenecks and design fixes that scale.
Strong stakeholder management, with credibility across clinical, product, and corporate teams.

Why Join Us?
This is a high-ownership seat at the center of how we manage customer relationships 'll shape the CX strategy, manage the team and systems behind it, and directly influence retention and growth across a rapidly expanding business.