Customer Success Manager

MACOM; Sonipat; On-site; INR 800,000 - 1,200,000; Full time

Job summary

MACOM in Sonipat, Haryana is looking for a strategic leader to manage the entire customer success function. You will ensure a seamless experience across all communication touchpoints including WhatsApp, calls, and social platforms.

Your role includes building a high-performing customer support team, developing workflows for consistent communication, and collaborating with internal teams to enhance product and service delivery. Candidates should possess a strong analytical orientation to track key performance metrics related to customer satisfaction.

Responsibilities

• Lead and manage the entire customer success function across all touchpoints.
• Build and mentor a high-performing customer support team.
• Set up SOPs and service workflows for consistent communication.
• Analyze customer feedback and improve overall experience.
• Collaborate with production, logistics, and marketing teams.
• Develop customer loyalty and retention programs.
• Track and report key metrics to measure team performance.

Job description

• Lead and manage the entire customer success function, ensuring a seamless and positive experience across all touchpoints WhatsApp, calls, email, and social platforms
• Build and mentor a high-performing customer support team, focusing on training, empathy, and quick problem resolution
• Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication
• Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience
• Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops
• Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates
• Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health