CRM Lead

Location: Bengaluru

About Abhinandan Ventures – An Abhinandan Lodha Enterprise
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Abhinandan Ventures is a collective of high-growth, new-age businesses built around ambitious ideas with the potential to become category leaders. We partner with visionary founders and leadership teams to create businesses designed to endure and scale sustainably.
We invest patient, unlevered proprietary capital with a sharp focus on long-term value creation, free from short-term redemption pressures. Our decentralized portfolio structure empowers independent CEOs and leadership teams, fostering accountability, agility, and a strong performance-driven culture.
At Abhinandan Ventures, we nurture consumer-centric brands that lead with innovation, operate on strong business fundamentals, and are positioned to shape industries as they grow.

About Bonito Designs:
Bonito Designs Pvt Ltd ()  is one of the fastest growing Start-Ups in India in the Interior Designing Industry. The Companyis funded by  Tomorrow Capital () . The Company has its business operations in Bangalore& Mumbai and is soon planning to expand to other metro cities. The Management team is committed to make this one of the most aspiring brand for Indian consumers and a great place to work for employees.

The Company has a very conducive working environment for employees and offers fast-track growth opportunities for deserving & committed professionals.
About the Role
We are seeking a dynamic and experienced Head of Customer Success to lead and elevate our customer relationship and revenue management functions. Responsible for overseeing and optimizing the end-to-end customer journey—from onboarding to retention, collections, referral and customer escalations. The successful candidate will play a critical role in driving customer satisfaction, reducing churn, improving collections performance, and building scalable systems for long-term customer success.

In addition to owning the collections and credit management processes, this individual will work cross-functionally to design a seamless customer experience, enhance our customer expertise journey, and lead initiatives around referral and loyalty programs to foster deeper engagement and brand affinity.

Key Responsibilities
Develop and execute a comprehensive Customer Success strategy aligned with business goals to drive growth, retention, and customer satisfaction.
Build, mentor, and manage a high-performing Customer Success and Collections team, providing guidance, support, and ongoing professional development.
Foster strong, long-term relationships with key customers and stakeholders, acting as a trusted advisor and advocate for their needs.
Oversee the resolution of complex customer issues, ensuring timely and professional handling of disputes and complaints.
Implement systems and frameworks to capture customer feedback and translate insights into actionable improvements.
Monitor accounts receivable and payment patterns, identifying at-risk accounts and implementing strategies to mitigate them
Ensure all collections activities are compliant with relevant laws, regulations, and company policies.
Analyze customer data, payment trends, and team performance to identify opportunities for operational improvement.
Create and present regular performance reports and strategic recommendations to senior leadership.
Collaborate with Sales, Designs, Operations, and Finance to streamline customer-related processes and ensure alignment.
Enabling customers to fully understand and derive value from our offerings.
Design and implement customer referral and loyalty programs to increase engagement and promote brand advocacy.
Stay informed on industry’s best practices and trends to continuously evolve the customer success function.

Experience &

Education…