Customer Success Executive

Job Description

Location: Saket, New Delhi (On-site) Employment Type: Full-Time About Iron Man Lifestyle Iron Man Lifestyle is a profitable, fast-growing dating and lifestyle coaching company committed to helping Indian men overcome social anxiety, build confidence and social skills, and form deeper, more fulfilling relationships. We’re on a mission to become the best in the world at what we do—and we’re looking for people who are fired up to be part of this journey. About the Role As a Customer Success Executive, you will lead the Customer Success department and play a key role in shaping and optimizing the entire customer journey. This is a leadership position responsible for improving customer retention, increasing lifetime value (LTV), and enhancing the overall client experience, all of which contribute directly to company revenue. You will develop systems, processes, and teams that ensure our clients succeed and continue to invest in our offerings. Key Responsibilities Customer Journey & Experience: Define and improve every stage of the customer journey to maximize client outcomes and satisfaction. Monitor client progress and implement strategies for continuous improvement. Account Management: Serve as the single point of contact (SPOC) for all clients. Handle queries, grievances, and provide guidance to ensure successful engagement. Increase Lifetime Value (LTV): Boost retention and repeat purchases. Identify opportunities for upselling, cross-selling, and improving gross profit per client. Reduce Churn: Investigate churn reasons, build strategies to reduce drop-offs, and lead onboarding/engagement initiatives. Improve Collections: Establish systems to reduce missed payments and improve collection efficiency. KPI Management: Track and optimize key Customer Success metrics—Net Promoter Score (NPS), adherence rate, testimonial rate, LTV, LTGP, etc. Drive Referrals & WOM: Create formal processes for generating referrals and amplifying word-of-mouth marketing. Feedback Loop: Collect, analyze, and present customer feedback to improve product/service offerings. Qualifications 1–2 years of experience in a customer-facing role with a proven track record of meeting or exceeding individual and team targets. Demonstrated experience improving customer experience and client retention. Bachelor’s degree in a relevant field. Strong communication and interpersonal skills. Ability to build and execute processes from scratch. Experience with contract renewals, quotations, or client lifecycle management is a plus. Bias toward action, accountability, and results. Who You Are You’re passionate about serving and helping others. You’re a builder and executor—not just an idea person, but someone who gets things done. You’re emotionally intelligent and able to handle customer concerns with grace and composure. You have a “whatever-it-takes” attitude, respect deadlines, and thrive on ownership. You’re aligned with our mission and values of helping Indian men grow in confidence and emotional depth. You’re committed to personal development and embody what we teach. Why Join Us? We’re changing lives—literally—and you’ll be at the forefront of that transformation. As a growing company, we offer a high-impact role, room to grow, and the chance to build a department from the ground up. If you’re ready to work with a mission-driven, fast-paced team in Delhi—and want to lead the charge in customer success—we want to hear from you. Show more Show less