Customer Success Manager

Customer Success Manager (CSM)About the Role

We are looking for a proactive and customer-centric Customer Success Manager (CSM) to join Bonito Designs. The ideal candidate will be responsible for managing the complete customer journey, ensuring seamless project execution, maintaining customer satisfaction, and acting as the primary point of contact between customers and internal teams.

The role requires excellent communication, relationship-building, problem-solving, and coordination skills to deliver an exceptional customer experience throughout the lifecycle of the project.

Key Responsibilities

• Conduct welcome and onboarding calls with new customers.

• Build strong relationships and maintain regular communication with customers throughout their journey.

• Own and manage the end-to-end customer experience from project initiation to completion.

• Track project milestones and ensure adherence to committed timelines.

• Coordinate with Design, Operations, Project Management, Finance, and Installation teams for smooth execution.

• Manage customer collections and payment follow-ups as per project milestones.

• Handle customer concerns, complaints, and escalations with professionalism and urgency.

• Provide timely project updates and set clear expectations with customers.

• Monitor customer satisfaction and proactively identify opportunities to improve customer experience.

• Maintain accurate customer records, project status updates, and communication logs in CRM-PULSE systems.

• Drive customer delight and contribute to positive reviews, referrals, and repeat business.

Skills & Qualifications

• Bachelor's degree in any field.

• 7-8 years of experience in Customer Success, Customer Experience, Client Servicing, Relationship Management, or Project Coordination.

• Strong communication (both in written and verbal) and interpersonal skills.

• Excellent stakeholder management and conflict-resolution abilities.

• Ability to manage multiple customers and projects simultaneously.

• Strong follow-up, ownership, and execution mindset.

• Proficiency in CRM tools, MS Excel, and project-tracking systems is preferred.

• Experience in Interior Design, Home Improvement, Real Estate, Construction, or Service Industries will be an added advantage.

Pay: ₹600,000.00 - ₹900,000.00 per year

Application Question(s):

• Are you comfortable working at the HSR location?

Experience:

• 6years: 4 years (Preferred)

Work Location: In person