Customer Success Manager

Job Title: Head of Customer Success

Experience: 5–7 Years

Location: Paschim Vihar, Delhi

Employment Type: Full-Time

Job Overview

We are looking for a customer-focused Head of Customer Success to lead our customer-facing operations across Support, Outbound Sales, Subscription, and Survey & Feedback. The role will be responsible for delivering excellent post-sales service, improving CSAT and customer retention, ensuring timely resolution, and maintaining Out-of-TAT cases below 5%. The candidate will also drive team performance, SOP development, process improvement, and escalation management.

Key Responsibilities

Lead and manage Customer Support, Outbound Sales, Subscription, and Survey & Feedback teams.

Ensure timely resolution of customer queries, complaints, and escalations while maintaining Out-of-TAT below 5%.

Drive positive customer feedback, CSAT, customer retention, and overall post-sales experience.

Manage and optimize CRM, WhatsApp API, Ticketing System, IVR, and Email Support.

Create, implement, and continuously improve SOPs and customer service processes.

Monitor team performance, set KPIs, conduct reviews, and provide training/coaching.

Handle critical escalations and drive root-cause analysis and problem resolution.

Track key metrics such as TAT, CSAT, resolution time, ticket closure, escalations, and customer feedback.

Work closely with internal teams to resolve recurring customer issues and improve processes.

Prepare regular customer service performance reports for management.

Required Skills

5–7 years of experience in Customer Support / Customer Service Operations / Customer Success.

Prior experience in team handling and customer service operations.

Strong knowledge of CRM, Ticketing Systems, WhatsApp API, IVR, and Email Support.

Experience in SOP creation, process improvement, TAT/SLA management, and escalation handling.

Strong problem-solving and Root Cause Analysis (RCA) skills.

Experience in CSAT, customer feedback, surveys, and retention.

Strong communication, leadership, team management, and decision-making skills.

Data-driven approach with the ability to monitor and improve customer service KPIs.

Key Performance Expectations

Out-of-TAT Ratio: Below 5%

Improve CSAT and positive customer feedback

Ensure timely query and complaint resolution

Reduce repeat complaints and escalations

Improve team productivity and accountability

Build and maintain effective SOPs and support processes