Customer Success Manager

About the company

Zylu is a fast-scaling SaaS platform helping salons grow smarter through digital tools for booking, marketing, and business operations. We serve salon partners across India and the Middle East, and we're looking for a proactive customer success manager to help drive retention, satisfaction, and growth.

What you will do

• Own the full customer lifecycle. Onboarding, activation, adoption, retention, and expansion. Driving fast time-to-value and consistent product usage.
• Lead and manage the Customer Success team. Hire, coach, set KPIs, and ensure high productivity, accountability, and retention.
• Maintain strong, trusted relationships with customers. Act as the primary advisor and escalation point for key accounts.
• Track usage and account health. Identify churn risks early and take corrective action to improve engagement and retention.
• Drive account expansion and revenue retention. Identify upsell and cross-sell opportunities aligned with customer outcomes.
• Work cross-functionally with Sales, Support, and Product to resolve issues, improve onboarding, and influence roadmap decisions.
• Own customer success metrics and reporting. CSAT, activation, retention, NRR, and health scores, with clear updates to leadership.

Qualifications

• Bachelor's degree (engineering or MBA for sales preferred)
• Have 7+ years of customer-facing experience (Success, Account Management, or Support)
• Are fluent in English, Hindi, and at least one South Indian language (preferred)
• Can handle multiple accounts and stay organized under pressure
• Are patient, empathetic, and able to communicate clearly with small business owners
• Have a strong sense of ownership and a problem-solving attitude
• Bonus: Experience in SaaS, CRM tools, or service businesses like salons, spas, or clinics