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Customer Success Manager

5.00 to 10.00 Years   Delhi   15 Jun, 2025
MNR Solutions Pvt Ltd
Job LocationDelhi
EducationNot Mentioned
SalaryRs 9 - 14 Lakh/Yr
IndustryManufacturing
Functional AreaCustomer Service (Domestic)Customer Service (International)
EmploymentTypeFull-time

Job Description

    Position: Senior Manager / Lead Customer SupportWork Experience 5 Years.Location DelhiSalary 14 LPAIndustry D2C, fintech, SaaS, or consumer internet companies.Key ResponsibilitiesCustomer Experience Strategy & Execution
    • Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).
    • Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.
    • Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.
    Customer Support Operations
    • Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).
    • Drive efficiency in ticket handling, escalation management, and root-cause analysis.
    • Establish internal feedback loops to continually improve the customer experience.
    Revenue Enablement
    • Design and implement processes for cross-selling and upselling during customer support interactions.
    • Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
    • Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.
    Leadership & Team Development
    • Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.
    • Foster a culture of empathy, ownership, and performance excellence within the CX function.
    Customer Advocacy & VOC
    • Act as the voice of the customer internally by synthesizing feedback into actionable insights.
    • Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.
    Cross-Functional Collaboration
    • Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.
    • Support campaigns and launches with seamless CX planning and execution.
    Contact hidden_mobile hidden_email

Keyskills :
customer servicecustomer retentioncustomer experiencecustomer assistance/ supportcustomer relationship

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