Customer Success Executive

THW - The Healthy World | Healthier Choices for Everyone 🌱✨

At THW - The Healthy World, we believe that healthy, pure, and sustainable food should be accessible to all. Our farm-to-fork approach ensures that you get fresh organic fruits, vegetables, dairy, bakery products, country eggs, fresh juices, and wholesome groceries—delivered reasonably and with great value.

Location: Viman Nagar, Pune

Department: Sales & Support

Employment Type: Full-Time

Salary: upto 35k/month

Job Details

Job Summary:

We are seeking a Customer Success Executive who is passionate about delighting customers instead of “selling to” them. This role is about building trust, guiding customers, and ensuring they enjoy a smooth, joyful, and memorable journey with THW.

Unlike traditional sales roles, you will not be expected to cold-call or push-sell. Instead, you will:

• Act as a bridge between THW and our customers, ensuring their queries, feedback, and concerns are resolved with empathy.
• Guide new customers in understanding our products, values, and unique benefits.
• Ensure repeat orders and loyalty by delivering consistent 10x customer experience.
• Work closely with marketing, operations, and product teams to share customer insights and help design campaigns that attract, educate, and retain customers.

Key Responsibilities:

• Manage customer queries and support requests through multiple channels (calls, WhatsApp, email, chat)
• Onboard new customers with a warm, personalized experience, ensuring they feel confident in their choice.
• Monitor customer satisfaction and proactively address issues to avoid churn.
• Build long-term customer relationships by listening, understanding, and guiding them. Collaborate with marketing to create engaging communication that educates rather than sells.
• Track key customer success metrics (satisfaction score, repeat orders, referrals, churn rate.
• Identify upsell opportunities organically — only when they genuinely add value for the customer.

Requirements:

• 2–4 years of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce).
• Strong communication skills in English, Hindi, and/or Marathi.
• Empathy-driven mindset with genuine care for customer well-being.
• Experience in customer-centric platforms like Amazon, Myntra, Flipkart, BigBasket, or similar will be highly valued.
• Comfort with Zoho One tools (CRM, Desk, Projects, etc.) is highly preferred.
• Ability to multitask, remain calm under pressure, and resolve problems with patience.
• Candidates residing in or near Viman Nagar, Pune preferred for better coordination.

What We Offer:

• A chance to be part of a purpose-driven brand making a real impact.
• ESOPs for deserving candidates, offering long-term wealth creation along with competitive salary
• Growth-oriented culture where ownership and ideas are valued.
• Regular training and exposure to customer success best practices from leading D2C brands.
• Salary + performance-linked incentives (linked to customer satisfaction, not sales pressure).
• The joy and fulfillment of being part of a mission that truly matters — healthier lives, empowered farmers, and a greener planet.

To apply, send your resume to talent@thwindia.com, or visit our site www.thwindia.com