Customer Success Manager

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Location: Panchkula (HO Barwala)

Department: Creative / Design

Reporting To: Chief Operating Officer (COO)

Role Overview -

We are seeking a Customer Success Manager AI & Automation who will oversee the design, execution, and continuous improvement of AI-led, workflows across customer support and operations.

This role sits at the intersection of customer experience, operations, and technology. The person will work closely with multiple teams (Customer Support, Operations, Warehouse, Finance, Marketing, Procurement, Production) to understand how internal processes impact customer experience and then automate wherever possible using AI tools.

This is not a traditional customer support role. The focus is on reducing repetitive work, improving response quality, closing feedback loops, and building systems that scale.

Key Responsibilities

(A) Customer Experience & Automation

Design and implement AI-driven workflows for:

• Customer grievances and ticket resolution
• Abandoned cart follow-ups
• Feedback calling and closure
• FAQs and post-purchase communication
• Continuously identify opportunities to automate repetitive customer support and

ops-related tasks

• Improve customer response quality, speed, and consistency through AI and

automation

(B) AI Tools & Custom GPTs

Research, evaluate, and experiment with AI tools, no-code/low-code platforms, and

automation software

Build and maintain Custom GPTs / AI assistants for:

• SOP reference
• Customer support playbooks
• Internal team enablement
• Clearly understand what tools/workflows will work vs what may fail, based on real

experimentation

(C) Process & SOP Ownership

• Deeply understand existing processes across departments
• Document workflows and SOPs in simple, easy-to-understand language
• Convert SOPs into AI-supported systems so teams can rely on tools instead of

memory

• Ensure SOPs and automations are adopted and actually used by teams

(D) Cross-Functional Collaboration

• Work closely with Ops, Warehouse, CS, Finance, Marketing, and Production

teams

• Gather feedback from teams and customers and close the loop through system

improvements

• Act as a central point of ownership for CX-related automation initiatives

(E) Team Contribution

• Start as an individual contributor
• Over time, may manage 13 Customer Support Executives
• Mentor team members on using AI tools and SOPs effectively

Qualifications & Skills

• 23 years of experience in customer success, operations, CX, automation, or related

roles

• Strong curiosity and hands-on interest in AI and automation
• Prior self-learning, experimentation, or R&D with AI tools is highly valued
• Ability to understand processes end-to-end and simplify complexity
• Comfortable working across teams and functions
• Clear communication and documentation skills
• Bias for execution, learning fast, and iterating

essveeconsultant7@gmail.com

Current Openings ( Naukri ) :

Current Openings ( Linkedin )

Thanks & Regards,

Sarika

9990725143

(WhatsApp or call)