Customer Success Manager

Key Responsibilities

Customer Experience Strategy & Execution

• Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).

• Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.

• Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.

Customer Support Operations

• Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).

• Drive efficiency in ticket handling, escalation management, and root-cause analysis.

• Establish internal feedback loops to continually improve the customer experience.

Revenue Enablement

• Design and implement processes for cross-selling and upselling during customer support interactions.

• Train the CX team to identify revenue opportunities while maintaining a service-first mindset.

• Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Leadership & Team Development

• Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.

• Foster a culture of empathy, ownership, and performance excellence within the CX function.

Customer Advocacy & VOC

• Act as the voice of the customer internally by synthesizing feedback into actionable insights.

• Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.

Cross-Functional Collaboration

• Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.

• Support campaigns and launches with seamless CX planning and execution.