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MACOM
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Customer Success Manager

Customer Success Manager

3 - 8 years

|

10 - 15 Lacs

Posted:3 hours ago| Platform:

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Skills Required

customer success sop development customer experience customer success management customer service customer retention crm customer support management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and manage the entire customer success function, ensuring a seamless and positive experience across all touchpoints - WhatsApp, calls, email, and social platforms.
Build and mentor a high-performing customer support team, focusing on training, empathy, and quick problem resolution.
Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication.
Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience.
Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops.
Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates.
Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health.

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