Customer Success Manager

THW ~ The Healthy World; Maharashtra; On-site; INR 500,000 - 900,000; Full time

Benefits offered by this job

ESOPs

Growth-oriented culture

Regular training on best practices

Job summary

THW ~ The Healthy World is looking for a Customer Success Manager to ensure customer satisfaction through effective relationship management. In this role, you will manage inquiries through various channels, onboard customers with personalized experiences, and collaborate with teams to enhance customer journeys.

The ideal candidate will have 2–4 years of relevant experience, strong communication skills in English, Hindi, and/or Marathi, and a genuine empathy for customer needs.

Benefits include ESOPs, a growth-oriented culture, and performance-linked incentives.

Qualifications

• 2–4 years of experience in Customer Success or Relationship Management.
• Previous experience in a D2C industry preferred.
• Empathy-driven mindset with genuine care for customer well-being.

Responsibilities

• Manage customer queries and support requests across multiple channels.
• Onboard new customers with a personalized experience.
• Monitor customer satisfaction and proactively address issues.
• Build long-term customer relationships through understanding and guidance.
• Collaborate with marketing to create engaging customer communication.
• Track key customer success metrics.
• Identify upsell opportunities when they genuinely add value.

Skills

Customer Success Management

Relationship Management

Communication skills (English, Hindi, Marathi)

Empathy

Problem-solving

Tools

CRM Tools

Job description

Overview

We are seeking a Customer Success Manager who is passionate about delighting customers instead of “selling to” them. This role is about building trust, guiding customers, and ensuring they enjoy a smooth, joyful, and memorable journey with THW. Unlike traditional sales roles, you will not be expected to cold-call or push-sell. Instead, you will: act as a bridge between THW and our customers, ensuring their queries, feedback, and concerns are resolved with empathy. Guide new customers in understanding our products, values, and unique benefits. Ensure repeat orders and loyalty by delivering consistent 10x customer experience. Work closely with marketing, operations, and product teams to share customer insights and help design campaigns that attract, educate, and retain customers.

Responsibilities

• Manage customer queries and support requests through multiple channels (calls, WhatsApp, email, chat).
• Onboard new customers with a warm, personalized experience, ensuring they feel confident in their choice.
• Monitor customer satisfaction and proactively address issues to avoid churn.
• Build long-term customer relationships by listening, understanding, and guiding them.
• Collaborate with marketing to create engaging communication that educates rather than sells.
• Track key customer success metrics (satisfaction score, repeat orders, referrals, churn rate).
• Identify upsell opportunities organically - only when they genuinely add value for the customer.

Qualifications

• 2–4 years of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce).
• Previous experience in a D2C industry.
• Strong communication skills in English, Hindi, and/or Marathi.
• Empathy-driven mindset with genuine care for customer well-being.
• Comfort with CRM Tools is highly preferred.
• Ability to multitask, remain calm under pressure, and resolve problems with patience.
• Candidates residing in or near Viman Nagar, Pune preferred for better coordination.

Benefits

• A chance to be part of a purpose-driven brand making a real impact.
• ESOPs for deserving candidates, offering long-term wealth creation along with competitive salary.
• Growth-oriented culture where ownership and ideas are valued.
• Regular training and exposure to customer success best practices from leading D2C brands.
• Salary + performance-linked incentives (linked to customer satisfaction, not sales pressure).
• The joy and fulfillment of being part of a mission that truly matters — healthier lives, empowered farmers, and a greener planet.