Customer Success Manager

Job Description

Job Title: Customer Success Manager Location: Kolkata, India Experience Required: 810 years Industry: Skincare / Beauty / Consumer Goods Employment Type: Full-Time About Us: We are a growing skincare brand committed to delivering effective, natural, and dermatologically tested skincare solutions to our customers. Our mission is to help people feel confident in their skin by combining science and nature. We are looking for a dynamic and experienced Customer Success Manager to lead our customer engagement and retention initiatives and elevate the post-purchase customer experience. Role Overview: As the Customer Success Manager , you will be responsible for building long-term relationships with our customers, ensuring their satisfaction, loyalty, and advocacy. You will play a critical role in driving retention, reducing churn, and enhancing the overall customer journey. The ideal candidate will have a deep understanding of customer service, CRM, and the beauty/skincare industry. Key Responsibilities: Develop and implement strategies to improve customer satisfaction and loyalty. Lead the customer support team and oversee customer interactions across channels (email, chat, phone, social media). Monitor and analyse customer feedback, reviews, and satisfaction metrics to inform strategy. Act as a customer advocate within the company, working cross-functionally with marketing, product, and sales teams. Design and manage loyalty programs, referral initiatives, and customer engagement campaigns. Handle escalated customer issues with professionalism and a solution-oriented mindset. Leverage CRM tools to track customer journeys and personalize interactions. Identify upselling and cross-selling opportunities in collaboration with the sales team. Conduct regular training sessions for the customer support team to maintain service excellence. Requirements: Bachelor's degree in Business, Marketing, Communications, or a related field. 8–10 years of experience in customer success, client servicing, or customer support roles, preferably in the beauty, skincare, or consumer goods industry. Proven leadership and team management skills. Strong communication, interpersonal, and problem-solving abilities. Hands-on experience with CRM platforms A customer-first attitude with a deep understanding of customer lifecycle management. Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.