Associate Lead- Customer Success Management

Laundryheap is an award-winning and industry-leading startup that is revolutionizing laundry and dry cleaning. We collect, clean, and return customers items in as little as 24 hours, often making us the fastest in our industry. Headquartered in the UK, our service is available in 14 international markets, and we re currently in the process of expanding further across Europe, Asia, and North America. We are currently looking for an Associate Lead- Customer Success Management to join our fast-growing team at our office in Bangalore, India. As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns. You ll make a difference: Reporting to the Senior Division Manager , as the Associate Lead- Customer Success Management you will be responsible for supporting our B2B Linens team to drive operational excellence in Laundryheap Linen services. Operating during EU and US markets, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network. The job responsibilities include, but are not limited to: Lead and manage the customer success team to ensure high levels of customer satisfaction and retention. Develop and implement customer success strategies that align with company goals. Onboard new customers effectively to ensure smooth adoption of products/services. Build strong relationships with key customers, understanding their goals and challenges. Monitor customer health metrics and proactively address issues to prevent churn. Collaborate with sales, product, and support teams to advocate for customer needs and improve the overall customer experience. Conduct regular business reviews and check-ins with customers to track progress and success. Manage escalations and resolve complex customer issues promptly. Train and mentor the customer success team to develop their skills and improve performance. Report on customer success metrics and outcomes to senior management. Required Skills: Bachelors Degree in a Relevant Field: Educational background that supports business administration or related areas. 3+ Years of Experience: Proven track record in similar roles, emphasizing customer success and account management. Excellent Communication & High English Proficiency: Strong skills in both written and spoken English; experience with email, chat, and voice processes in an international setting. Customer Success & Account Management Experience: Prior experience in delivering exceptional customer service with a focus on account management. Problem-Solving Attitude & Analytical Skills: A proactive, "to-do" mindset and robust analytical abilities to troubleshoot and resolve issues effectively. Work Schedule and Patterns: 9-hour shift (8 working hours + 1 hour break) 5 days a week: 2 rotational week off Office-based rol