Customer Success Manager

Customer Success Manager

Divinelane (Divinelane Private Limited) Customer Success | Full-Time | Jaipur – C Scheme, Axis Mall (Work from Office)

Role Overview

We are looking for a proactive and customer-obsessed Customer Success Executive to manage customer relationships and deliver a premium, end-to-end customer experience for our jewellery and gemstone brand. This role is central to building trust with high-value customers, driving repeat business, and ensuring every touchpoint — from first enquiry to post-sales support — reflects the brand's premium positioning. The ideal candidate is a strong communicator, a natural relationship-builder, and comfortable coordinating across multiple internal teams to deliver a seamless customer journey.

Position Details

Compensation- Up to ₹6,60,000 per annum (CTC)

Location- Jaipur – C Scheme, Axis Mall (Work from Office)

Employment Type- Full-time

Experience Required - 2–5 years in Customer Success, CRM, Account Management, Luxury Retail, Jewellery, Gemstones, or E-commerce

Work Days - 6 Days

Work Hours - 10:00 AM – 7:00 PM

Education - Graduate in any discipline

Laptop Requirement - Mandatory (personal laptop)

Key Responsibilities

Customer Relationship Management

• Handle customer queries through calls, WhatsApp, email, and other channels
• Build and maintain strong, long-term relationships with customers
• Understand customer requirements and recommend suitable jewellery/gemstone products
• Maintain a premium and professional customer experience at every touchpoint

Order & Journey Management

• Manage the complete customer journey from enquiry to purchase and post-sales support
• Track orders and provide timely updates to customers
• Ensure timely follow-ups and resolution of customer concerns

Cross-Functional Coordination

• Coordinate with Sales, Design, Production, Gemology, Logistics, and Finance teams to ensure smooth order fulfilment
• Act as the primary point of contact for customers throughout their journey

Issue Resolution & Service

• Handle customer complaints, escalations, returns, and service-related concerns
• Collect customer feedback and work towards improving customer satisfaction

Growth & Retention

• Drive repeat purchases, referrals, upselling, and cross-selling opportunities
• Maintain customer details, interactions, follow-ups, and orders in the CRM with high accuracy

Required Skills & Qualifications

Must-Have Qualifications

• Excellent communication and interpersonal skills
• Strong customer relationship management skills
• Good follow-up and coordination abilities
• Customer-first approach with strong problem-solving skills
• Ability to handle premium/high-value customers professionally
• Good knowledge of CRM and MS Office
• Sales and retention-oriented mindset

Preferred Qualifications

• Jewellery/gemstone/luxury retail experience
• Experience with international customers
• 2–5 years of relevant experience in Customer Success, CRM, Account Management, Luxury Retail, Jewellery, Gemstones, or E-commerce

Key KPIs

• Customer satisfaction and retention
• Repeat purchases
• Customer conversion
• Response and resolution TAT
• Upselling and cross-selling
• Customer feedback and reviews
• Follow-up and closure rate
• CRM accuracy

Candidate Requirements

• Personal laptop is mandatory
• Comfortable working from the office
• Strong communication skills and professional personality
• Willingness to work from Jaipur – C Scheme, Axis Mall
• Available to work 10:00 AM – 7:00 PM

About Divine Lane

Divine Lane (Divinelane Private Limited) is a fast-growing spiritual wellness vertical of House of EdTech, specializing in authentic gemstones, Rudraksha beads, and Vedic astrological consultations. Headquartered in Pune with expanding operations in Kolkata and Jaipur, Divine Lane bridges ancient Vedic wisdom with modern accessibility and trust.

Mission

To illuminate lives through authentic spiritual products and personalized astrological guidance, making Vedic wisdom accessible to all who seek clarity, purpose, and spiritual alignment.

Core Values

• Authenticity – 100% certified, lab-tested, and energized products
• Spiritual Integrity – Deep respect for Vedic traditions
• Customer Trust – Transparent sourcing and honest guidance
• Accessibility – Affordable offerings for all
• Expert Guidance – Personalized consultations by experienced astrologers

Products & Services

• Natural Gemstones (Navratna Collection): Certified Blue Sapphire, Ruby, Emerald, Pearl, Red Coral, Yellow Sapphire, Diamond, Hessonite Garnet, Cat's Eye
• Authentic Rudraksha Beads: 1–21 Mukhi Rudraksha, Rudraksha malas, special combinations, X-ray & CT verified products
• Astrological Consultations: Kundali reports, one-on-one consultations with Pandit Dubey, personalized gemstone recommendations

Track Record

• 100,000+ happy customers
• 53,000+ products sold in the first year
• 10,000+ Kundali reports delivered
• 4.5–4.92 average rating across platforms
• 20% brand advocacy rate
• 46,000+ Instagram followers

Divine Lane – Where ancient wisdom meets modern trust.