Customer Success Manager

Manager - Customer Success & Support

Graphy | Bangalore, India

About the Role

We are seeking an experienced Customer Success Manager to lead our customer support and success initiatives for long tail creators on the Graphy platform. This is a strategic leadership position based in our Bangalore office, where you'll build and scale our customer success operations across India and eventually expand to the US market. You'll be responsible for driving customer satisfaction, retention, and growth while leading a high-performing team dedicated to creator success.

Key Responsibilities

Team Leadership & Development

• Build, manage, and scale the customer support and success team across India
• Develop comprehensive training programs and operational frameworks for team members
• Create career development paths and performance management systems
• Plan and execute expansion of operations to the US market
• Foster a customer-centric culture focused on creator success and satisfaction

Customer Success Strategy

• Develop and implement customer success strategies specifically tailored for long tail creators
• Design and optimize customer journey mapping, onboarding processes, and retention programs
• Establish and monitor key performance indicators (KPIs) including:
• First Response Time (FRT) - target under 2 hours during business hours
• Service Level Agreement (SLA) compliance - 95%+ adherence to response commitments
• Average Resolution Time (ART) - optimizing for quick issue closure
• Customer Satisfaction Score (CSAT) - maintaining 4.5+ star ratings
• Net Promoter Score (NPS) - targeting 50+ for creator advocacy
• Ticket Volume and Escalation Rates - managing support load efficiently
• Customer Health Score - proactive identification of at-risk creators
• Churn Rate and Retention Metrics - reducing creator attrition
• First Contact Resolution (FCR) - resolving issues without escalation
• Agent Productivity Metrics - tickets resolved per agent per day
• Create scalable processes for handling high-volume support requests while maintaining quality
• Drive customer health scoring and proactive intervention strategies

Operational Excellence

• Oversee day-to-day customer support operations ensuring timely and effective resolution of issues
• Implement and optimize support tools, systems, and workflows for maximum efficiency
• Develop comprehensive knowledge bases, FAQs, and self-service resources for creators
• Establish escalation procedures and quality assurance processes
• Collaborate with product, engineering, and marketing teams to address systemic issues and improve user experience

Growth & Expansion

• Analyze customer data and feedback to identify opportunities for platform improvements
• Drive initiatives to increase customer lifetime value, reduce churn, and improve Net Promoter Score (NPS)
• Develop market-specific strategies for different creator segments and geographies
• Lead the strategic planning and execution for US market expansion

Required Qualifications

Experience & Background

• 4-5 years of experience in customer success, support, or account management roles
• At least 2 years of team management experience
• Previous experience working with creator economy, SaaS platforms, or marketplace businesses preferred
• Proven track record of scaling customer operations and building teams from the ground up

Technical Skills

• Proficiency with customer success platforms (Zendesk, Freshworks, Intercom, or similar)
• Experience with CRM systems and customer analytics tools
• Strong analytical skills with ability to interpret data and drive actionable insights from support metrics
• Demonstrated experience tracking and optimizing support KPIs including FRT, SLA compliance, resolution times, CSAT, and NPS
• Familiarity with support ticketing systems, live chat platforms, and knowledge management tools
• Experience with reporting dashboards and data visualization tools for performance monitoring

Leadership & Communication

• Excellent verbal and written communication skills in English and Hindi
• Strong leadership abilities with experience managing cross-functional teams
• Proven ability to work in fast-paced startup environments
• Experience working with remote and distributed teams

Preferred Qualifications

• MBA or relevant advanced degree
• Experience in the creator economy, online education, or digital content platforms
• Previous experience expanding operations internationally
• Background in product management or user experience
• Certification in customer success management or related fields

What We Offer

Professional Growth

• Opportunity to build and lead a customer success function from the ground up
• Direct impact on creator success and platform growth
• Exposure to international markets and expansion opportunities
• Leadership role with significant autonomy and strategic influence

Work Environment

• Collaborative startup culture with experienced team members
• Modern office space in Bangalore with flexible working arrangements
• Opportunity to work with diverse creator community across multiple markets
• Access to professional development and training opportunities

Compensation & Benefits

• Competitive salary commensurate with experience
• Equity participation in company growth
• Comprehensive health insurance and wellness benefits
• Annual performance bonuses and recognition programs

About Graphy

Graphy is a leading platform empowering creators to build, market, and monetize their knowledge through online courses and digital products. We serve thousands of long tail creators across various niches, helping them transform their expertise into sustainable businesses. Our mission is to democratize online education and enable creators worldwide to achieve financial independence through their knowledge and skills.