Customer Success Manager

About The Wedding Company (TWC)

The Wedding Company is a tech-enabled, full-stack wedding planning platform that manages the entire wedding journey end-to-end. With a curated vendor network, expert planning assistance, and a customer-first approach, we help couples plan their dream weddings seamlessly.

Role Overview

Customer Experience Manager

This is a high-ownership role for someone who thrives in a cross-functional setup, can problem-solve deeply, and champions customer satisfaction and service excellence.

Key Responsibilities

Customer Relationship & Experience Management

• Act as the

  customer-facing POC

  beyond the assigned Wedding Experience Manager (WEM), Wedding Planner (WP), or Relationship Manager (RM) for the project — especially when things break or customer concerns go unresolved.
• Ensure a

  high level of customer satisfaction

  across different stages of the wedding journey — from planning to execution (typically spanning 5–9 months).
• Identify early signs of dissatisfaction, flag potential escalations, and proactively

  prevent service gaps, breakdowns, or trust erosion

  .
• Communicate TWC’s

  policies, processes, and terms

  clearly and empathetically to help customers understand the rationale and align expectations.
• Be the

  representative of the customer

  to internal teams and leadership — while also protecting TWC’s business interests when required.
• Reconnect with

  inactive or non-responsive clients

  , and support in nudging them forward in their planning journey.

Escalation Handling & Root Cause Analysis (RCA)

• Be the

  central POC

  for customer escalations, refund requests, or issue redressals.
• Conduct deep RCA by:
• Mapping the full sequence of events.
• Gathering inputs from all internal stakeholders involved.
• Piecing together a complete, unbiased,

  action-oriented RCA report

  that reflects the true picture and drives accountability.

Project Monitoring & Process Adherence

• Bring

  central visibility

  across all live projects — ensuring all client journeys are being actively managed.
• Implement regular

  quality checks and escalations audits

  to monitor pending actions, track service hygiene, and identify potential risks.
• Run systems and processes that ensure

  100% coverage

  of live weddings and surface any red flags early.
• Drive follow-ups on

  planning fee collections

  , and support recovery in cases of drop-offs or client disengagement.

Internal Accountability & Continuous Improvement

• Work across internal teams to

  close client loops

  on queries, service gaps, and handovers.
• Set and enforce

  clear accountability

  within internal functions — ensuring delivery is not just promised, but completed.
• Flag repeated or systemic process deviations and collaborate with leadership to

  implement fixes and prevent recurrence

  .
• Actively contribute to

  building and improving Customer facing processes, reporting systems, and controls measures

  , using frontline insights.

Who Should Apply

We’re looking for someone who:

• Has

  deep empathy

  for customers and is committed to making their journey a success.
• Can handle

  complexity, conflict, and ambiguity

  with calm, structure, and clarity.
• Thinks critically and builds complete narratives that

  represent all sides fairly

  — including customer, team, and business.
• Has a strong

  bias for action

  and perseverance — this role requires chasing updates, solving issues, and pushing things to closure.
• Has a desire to

  learn process implementation at scale

  , develop central data visibility, and contribute to building robust systems that drive customer satisfaction.

Qualifications & Skills

• 4–6 years of experience in

  customer experience, client servicing, operations

  , or similar roles.
• Medium to advanced proficiency in

  Excel / Google Sheets

  (dashboards, trackers, RCA reports, etc.).
• Excellent

  communication and interpersonal skills

  .
• Strong

  problem-solving abilities

  and internal stakeholder management.
• Self-starter, collaborative team player, and

  proactive mindset

  .

Core Competencies

• Grit and perseverance

  to follow through and drive outcomes.

• Attention to detail

  with structured, analytical thinking.

• Strong organizational skills

  to manage multiple live projects simultaneously.
• Comfortable being both the

  "voice of the customer"

  and the

  "face of the company."