Customer Success Manager

Serein Spaces is an established name in contemporary workplace interiors, offering comprehensive design and build solutions across India. With a focus on creativity, precision, and delivery, we help companies build workspaces that inspire productivity and embody brand values.

The Customer Success Manager (CSM) acts as the central communication bridge between clients and internal teams, ensuring smooth project delivery and a superior client experience from kick?off through completion and handover. The role combines client relationship management, communication, billing coordination, and post?handover support.

1. Act as the main point of contact for clients throughout the project lifecycle.
2. Understand client needs and communicate them accurately to design, procurement, and site teams.
3. Coordinate all project activities with internal departments to ensure timely delivery as per approved plans.
4. Schedule and facilitate meetings, design reviews, approvals, and site visits when required.
5. Share daily and weekly project updates, progress pictures, and DPR (Daily Progress Reports) with clients and management.
6. Ensure alignment between client expectations, design deliverables, and on?ground execution.

1. Build and maintain client trust through timely responses, transparent communication, and proactive problem?solving.
2. Handle client feedback, complaints, or change requests efficiently and ensure practical resolutions.
3. Conduct feedback reviews and ensure consistent client satisfaction throughout and after project closure.

1. Ensure all project documents, approvals, drawings, and design changes are properly documented and archived.
2. Prepare and maintain trackers, client communication logs, and status reports for management review.
3. Support official handover processes including documentation, sign?offs, and submission of final deliverables.
4. Prepare PowerPoint presentations for snag rectifications, project recaps, and closure meetings.

1. Follow up on client payments in line with the defined project milestones.
2. Coordinate with finance and procurement teams to ensure accurate invoicing, milestone validation, and delivery status.
3. Track pending payments, issue reminders, and maintain billing dashboards and revenue forecasts.

• DPR update to client with latest project plans and progress images (morning & end of day).
• Delivery?related follow?ups with procurement and vendor teams.
• Review milestone completion status to trigger payment requests.
• Prepare handover documents, test certificates (TCs), and work completion reports (WCs).
• Coordinate snag rectification with the site team and manage related follow?ups.
• Align daily billing focus with project priorities and management targets.

• Strong organizational and project?tracking skills.
• Excellent written and verbal communication in English and Hindi.
• Familiarity with interior design drawings, BOQs, and on?site workflows.
• Customer?oriented, with quick problem?solving and proactive coordination ability.
• Advanced knowledge of Google Workspace, Excel, and CRM/project management tools.

• Bachelor's or Master's in Interior Design, Architecture, Business Administration, or Project Management.
• 48 years experience in client servicing, project coordination, or customer success within an interior design, architecture, or turnkey contracting environment.

• Exposure to full project lifecycle across premium corporate clients.
• Collaborative and dynamic work environment with design?driven values.
• Growth opportunities in client success leadership and account management.
• Competitive salary with performance?linked incentives.