India Customer Success Manager

Coohom; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Coohom Bengaluru, India, is seeking a Merchant Operations Manager for an international SaaS business in home furnishing. You will manage daily communications with merchants, collect needs, and coordinate with internal teams to ensure high-quality service.

You will lead project execution for key accounts, drive renewals, analyze usage metrics, advocate product updates, and collaborate with senior stakeholders to deliver tailored solutions that strengthen partnerships.

Qualifications

• Strong logical thinking with a big-picture mindset and results orientation.
• Ability to build and maintain relationships with senior client stakeholders.
• Strong project coordination and resource management skills.
• Highly proactive, quick learner, innovative, and collaborative.
• Experience in furniture/home furnishing or SaaS, esp. in sales or customer success.
• Fluent in English and willingness to travel occasionally.
• Experience in medium-sized to large enterprises is preferred.

Responsibilities

• Be responsible for merchant operations for international SaaS business, coordinating inquiries and needs.
• Lead project management and execution for key accounts, proposing improvements.
• Increase customer stickiness and satisfaction through proactive communication and visits.
• Understand customer situations and provide tailored implementation solutions.
• Drive renewals and identify potential needs to add value.
• Analyze data to identify issues and drive improvements in usage and outcomes.
• Promote product updates and guide successful product implementation.

Skills

Logical thinking

Stakeholder management

Project coordination

Proactivity

Industry experience

English fluency

Enterprise experience

Job description

• 1. Be responsible for merchant operations for international SaaS business in the broader home furnishing industry (primarily India) referred by the sales team, including daily communication and relationship maintenance, answering inquiries, collecting customer needs and issues, and proactively coordinating internal and external resources to provide high-quality service.
• 2. Project management and execution for key accounts, building relationships with and visiting senior client stakeholders, and, based on a strong understanding of the client’s business and Coohom’s solutions, providing proposals and recommendations to improve design and production efficiency. These are some of the most essential parts of the role.
• 3. Increase customer stickiness and improve merchant satisfaction through regular communication, customer visits, and various operational approaches, in order to maintain strong and positive partnerships.
• 4. Develop a deep understanding of customers’ current situations, identify their needs, and provide professional, tailored project implementation solutions to guide customers toward deeper cooperation and drive customer success.
• 5. Drive customer renewals and provide value-added services by identifying customers’ potential needs.
• 6. Possess data analysis capabilities and take ownership of key metrics such as customer tool usage activity; identify customer issues through data, analyze operational results, and provide solutions.
• 7. Have strong product awareness, and be able to guide and promote product updates and iterations to support successful product implementation.

Qualifications:

• 1. Strong logical thinking, a big-picture mindset, and a results-oriented approach, while also having solid process management methods and habits.
• 2. Ability to build and maintain strong relationships with mid- to senior-level stakeholders on the client side, with solid and polished communication skills.
• 3. Strong ability to drive projects forward and coordinate both internal and external resources.
• 4. Highly proactive, quick to learn, innovative, and able to apply new ideas at work; patient, service-oriented, and responsible toward customers; able to work under pressure; willing to share and collaborate well with teams; prior successful experience in customer service or project execution is required.
• 5. Experience in the furniture/home furnishing industry or SaaS industry, especially in sales or customer success roles.
• 6. Fluent in English and willing to travel occasionally.
• 7. Experience in medium-sized to large enterprises is preferred, with strong work habits and values.