Senior Customer Service Manager

Company Description

Frido is dedicated to enhancing daily living through innovative, ergonomic solutions that promote comfort and well-being. Our mission is to design the next generation of products to empower people to walk, sit, and sleep better. Each product we create is fueled by the same passion that drove us to innovate from day one: to give people the freedom to do more. Join us in our mission to transform everyday struggles into freedom and joy. Discover Frido, and experience the freedom to live life your way.

Role Overview

As the Sr. Manager of Customer Success at Frido, you will play a pivotal role in building and managing a world-class customer success function. You’ll be responsible for leading the customer success team, driving customer satisfaction and retention, and ensuring a seamless experience for our customers. This role is ideal for a proactive leader with a proven track record in D2C startups and deep expertise in customer relationship management.

Key Responsibilities

• Strategic Leadership

  : Develop and execute customer success strategies to ensure customer satisfaction, retention, and loyalty.

• Team Management

  : Build, train, and mentor a high-performing customer success team to deliver an exceptional customer experience.

• Customer Engagement

  : Serve as the primary point of contact for high-value customers, ensuring they receive unparalleled support and personalized attention.

• Performance Metrics

  : Establish KPIs and metrics for customer success, regularly tracking progress to identify trends and opportunities for improvement.

• Cross-Functional Collaboration

  : Partner with product, marketing, and sales teams to gather customer insights and influence product development, promotions, and campaigns.

• Customer Advocacy

  : Represent the voice of the customer within the organization, advocating for their needs and helping shape company-wide decisions.

• Retention & Growth

  : Drive customer retention strategies, upsell opportunities, and growth initiatives to maximize customer lifetime value.

• Technology Integration

  : Implement and optimize customer success tools, CRM systems, and processes to enhance operational efficiency.

Qualifications

• Experience

  : 5–6+ years of experience in customer success, account management, or a related role, preferably in a fast-paced D2C startup environment.

• Leadership

  : Proven experience managing and scaling customer success teams.

• Customer-Centric

  : Strong understanding of customer behavior, lifecycle management, and retention strategies.

• Communication Skills

  : Excellent verbal and written communication, with the ability to convey complex ideas clearly.

• Data-Driven

  : Strong analytical skills with experience using data to drive decisions and improve customer outcomes.

• Collaboration

  : Ability to work effectively across teams and influence stakeholders at all levels.

• Technology Savvy

  : Hands-on experience with CRM tools (e.g., HubSpot, Salesforce, Zendesk) and customer success platforms.

• Problem Solver

  : Exceptional critical thinking and problem-solving skills to address challenges proactively.

• Educational Background

  : Bachelor’s degree in business, marketing, or a related field; advanced degree preferred but not required.

Interested candidates may send their CV to shrushti.r@myfrido.com along with details of Current CTC and Notice Period and a short brief about themselves.