Lead Customer Success Manager

Proxima Human Capital Management; Dadri; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Proxima Human Capital Management is seeking a seasoned Customer Success professional to lead onboarding, activation, and scale support operations for a fast-growing customer base. You will drive SLA adherence and establish high-performance contact centre capabilities across voice, chat, email, and WhatsApp.

The role emphasizes customer retention, process excellence, and metric-driven governance, including dashboards and quality frameworks to support rapid business growth.

Qualifications

• 1018 years of experience in Customer Success, Customer Support, Contact Centre Operations, Customer Onboarding, or Customer Experience.
• Proven experience in building and scaling customer success or support functions handling high customer volumes.
• Strong expertise in SLA management, customer activation, process excellence, and operational metrics.
• Experience with CRM, ticketing platforms, support automation, IVR, chatbots, and knowledge management systems.
• SaaS, software products, ERP, fintech, or business technology experience will be preferred.

Responsibilities

• Lead end-to-end customer onboarding and activation for a rapidly growing customer base.
• Build and scale customer training, implementation, and support operations.
• Ensure customers become productive within defined SLA timelines.
• Establish high-performance contact centre operations across voice, chat, email, and WhatsApp.
• Drive customer retention through superior service quality, automation, and operational excellence.
• Develop dashboards, SOPs, quality frameworks, and performance metrics to support 34X annual business growth.

Skills

Customer Success

Customer Support

Contact Centre Operations

Customer Onboarding

Customer Experience

Tools

CRM

Ticketing Systems

IVR

Chatbots

Knowledge Management

Job description

Key Responsibilities

• Lead end-to-end customer onboarding and activation for a rapidly growing customer base.
• Build and scale customer training, implementation, and support operations.
• Ensure customers become productive within defined SLA timelines.
• Establish high-performance contact centre operations across voice, chat, email, and WhatsApp.
• Drive customer retention through superior service quality, automation, and operational excellence.
• Develop dashboards, SOPs, quality frameworks, and performance metrics to support 34X annual business growth.

Ideal Candidate Profile

• 1018 years of experience in Customer Success, Customer Support, Contact Centre Operations, Customer Onboarding, or Customer Experience.
• Proven experience in building and scaling customer success or support functions handling high customer volumes.
• Strong expertise in SLA management, customer activation, process excellence, and operational metrics.
• Experience with CRM, ticketing platforms, support automation, IVR, chatbots, and knowledge management systems.
• SaaS, software products, ERP, fintech, or business technology experience will be preferred.

This is a unique opportunity to build a scalable customer success organisation for a high-growth, PE-backed technology company committed to delivering exceptional customer experience and long-term value.