Customer Success Manager ( Merchant Experience)

Job Title: Customer Success Manager – Merchant Experience
Department: GTM (Go-To-Market) – Customer Success
Work Type: Full-time, On-site (Gurgaon)
Working Days: Monday to Friday (WFO – Work from Office)
Timings: Late-evening calls to align with US/EU clients
CTC: ₹15–20 LPA (Fixed) + Performance Incentives

About the Role

As a Customer Success Manager (CSM), you’ll be responsible for ensuring client satisfaction, retention, and growth. You will manage relationships with e-commerce and DTC (Direct-to-Consumer) brands, helping them adopt and use the company’s product effectively. Your goal is to deliver measurable outcomes for clients and ensure they renew and expand their business with the company.

Key ResponsibilitiesFirst 90 Days

• Understand merchant workflows and DTC/e-commerce use cases.
• Improve product adoption by 10% through proactive engagement and onboarding.
• Establish and track NPS (Net Promoter Score) and retention metrics.

First 180 Days

• Maintain 95%+ client retention rate.
• Drive referrals and advocacy from happy customers.
• Publish 3 success stories / case studies showing ROI (Return on Investment).
• Collaborate with Sales & Product teams for client feedback and improvement.

Success Metrics (KPIs)

• NPS Score: Increase from baseline within 6 months.
• Retention: ≥ 95%.
• Referral ARR Growth: More clients via word-of-mouth.
• QBR (Quarterly Business Review): 100% completed on schedule.
• Merchant Advocacy: At least one testimonial/case study each quarter.

Required Experience & Skills

Experience: 2–6 years in Customer Success or Account Management (preferably SaaS / E-commerce / DTC).

Must-Have Skills:

• Strong client communication & relationship management.
• Data analysis using Excel/Google Sheets for retention insights.
• Experience with US/EU clients (time zone overlap).

Good-to-Have Skills:

• Exposure to Retail-Tech / E-commerce workflows.
• Hands-on experience with CRM tools, Notion, Slack, Excel.
• Customer Success / Account Management certification.

Other Requirements:

• Comfortable working late evenings for client calls.
• High sense of ownership and accountability.
• Valid Indian work authorization.

Job Types: Full-time, Permanent

Pay: ₹1,500,000.00 - ₹2,000,000.00 per year

Benefits:

• Provident Fund

Work Location: In person