Customer Success Manager

Job Description

Location : Chennai Experience Required : 3+ years in the interior design or home interiors industry Job Type : Full-time | On-site About the Role We’re looking for a Customer Success Manager (CSM) with a deep understanding of the interior design industry and a passion for customer satisfaction. This role is critical in managing escalated customer concerns that haven’t been resolved through the usual support channels. As the final escalation touchpoint , you will be responsible for empathizing with customers , escalating issues to the right departments, and driving accountability across teams to ensure timely and effective resolution . Your mission: turn escalated concerns into opportunities for trust-building and long-term client satisfaction. Key Responsibilities Be the go-to escalation point for customers who are not satisfied even after contacting standard hierarchy levels. Listen empathetically and understand the customer’s frustrations across the design and execution journey. Immediately alert relevant departments (design, project management, procurement, etc.) depending on the nature of the escalation. Ensure clear ownership is assigned within the team and drive quick resolution of issues. Follow up continuously until the problem is solved and the customer is satisfied. Maintain a customer-first attitude , ensuring every concern is treated with urgency and care. Analyze recurring issues and propose preventive process improvements to leadership. Maintain accurate records of escalations and their resolution status. Who We're Looking For Minimum 4 years of experience in the interior design or home interiors industry (studio/firm/retail brand). Strong understanding of the end-to-end interior project lifecycle – from design to execution and handover. Excellent communication and conflict-resolution skills . High level of empathy, patience, and professionalism in customer interactions. A proactive problem-solver who thrives in a cross-functional role . Strong organizational skills to track and follow up on multiple escalations simultaneously. Why Join Us? Be the voice of the customer at a brand that’s reshaping how homes are designed and delivered. Work with dynamic design and execution teams in a fast-growing interior brand . Opportunity to make real impact by improving client experiences and internal processes. Show more Show less