Head of Customer Success - CRM — preferably from D2C, FMCG, or subscription-based brand

Job Title:

Location:

Employment Type:

Salary Range:

Company Profile -

Head of Customer Success

Key Responsibilities

entire customer success function

high-performing customer support team

SOPs and service workflows

customer feedback, complaint patterns, and retention data

• Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops.

customer loyalty and retention programs

NPS, response time, churn rate, and repeat order ratio

• Handle high-priority or sensitive cases directly to maintain trust and brand credibility.

• Own post-purchase engagement, including proactive follow-ups, feedback collection, and subscription management.

• Continuously refine communication tone and playbooks to reflect the brand’s personality — warm, helpful, and genuinely caring.

Key Requirements

• Bachelor’s or Master’s degree in Business, Communication, or a related field.

• 3–6 years of experience in customer success, service, or CRM — preferably in a D2C, FMCG, or subscription-based brand.

team leadership or managerial role

• Strong understanding of CRM tools, support dashboards, and customer lifecycle management.

• Exceptional communication and problem-solving skills — with a calm, empathetic, and solution-first mindset.

• Data-driven with the ability to translate feedback into actionable insights and measurable improvements.

• Ability to work cross-functionally with production, marketing, and operations to ensure smooth customer journeys.

• A natural people-person — someone who genuinely loves connecting with customers and creating delightful experiences.

• Pet lover at heart — because understanding pet parents starts with caring about pets yourself!