Manager – Customer Success & Services

The Full Circle; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

The Full Circle in Bengaluru, India, is seeking an experienced Manager – Customer Success & Services to lead the Customer Success function and oversee the Clinical Services team, including Psychologists and Psychiatrists.

You will own the end-to-end customer journey, drive satisfaction and retention, manage cross-functional coordination, performance KPIs, and build scalable processes to support business growth.

Qualifications

• Bachelor's degree in any discipline.
• MBA or related qualification is an added advantage.
• 5–8 years of experience in customer success, operations, or service delivery.
• Experience leading customer-facing teams and managing KPIs.

Responsibilities

• Manage the overall Customer Success function and ensure a seamless customer experience throughout the customer lifecycle.
• Oversee customer onboarding, engagement, scheduling, rescheduling, follow-ups, and issue resolution.
• Ensure timely responses to customer inquiries across calls, emails, WhatsApp, and other channels.
• Develop strategies to improve customer satisfaction, engagement, and retention.
• Handle critical customer escalations and ensure timely resolution.
• Monitor service quality and implement initiatives to enhance the customer experience.
• Oversee operational coordination between Customer Success and Clinical Services teams.
• Manage appointment scheduling and calendars for Psychologists and Psychiatrists.
• Ensure optimum utilization of clinicians' availability while minimizing gaps and cancellations.
• Monitor appointment adherence, session completion, and follow-up processes.
• Establish effective coordination mechanisms between customers and clinical professionals.
• Identify operational challenges and implement solutions to improve service delivery.
• Lead, mentor, and manage the Customer Success team; define goals and KPIs.
• Conduct regular performance reviews and coaching discussions.
• Manage workforce planning, shift allocation, attendance, and productivity.
• Build a customer-centric and performance-driven team culture.
• Identify training requirements and support professional development.

Skills

Customer Success Management

Operations Management

Stakeholder Management

Leadership & Coaching

KPI/MIS Tracking

Process Improvement

Education

Bachelor's degree in any discipline

MBA or related qualification

Job description

Full-Time

We’re Hiring: Manager – Customer Success & Services

We are looking for an experienced and result-oriented Manager – Customer Success & Services to lead and manage our Customer Success function while overseeing the operational coordination of our Clinical Services team, comprising Psychologists and Psychiatrists.

The role will be responsible for managing the complete customer journey, ensuring seamless service delivery, improving customer satisfaction and retention, and driving operational excellence. The ideal candidate should have strong leadership capabilities, experience in managing customer-facing teams, excellent stakeholder management skills, and the ability to build efficient processes that support business growth.

Key Responsibilities

1. Customer Success & Service Delivery

• Manage the overall Customer Success function and ensure a seamless customer experience throughout the customer lifecycle.
• Oversee customer onboarding, lead engagement, appointment scheduling, rescheduling, follow-ups, and issue resolution.
• Ensure timely responses to customer inquiries across calls, emails, WhatsApp, and other communication channels.
• Develop strategies to improve customer satisfaction, engagement, retention, and repeat business.
• Handle critical customer escalations and ensure timely resolution.
• Monitor service quality and implement initiatives to enhance the overall customer experience.

2. Clinical Operations Management

• Oversee operational coordination between the Customer Success and Clinical Services teams.
• Manage appointment scheduling and calendars for Psychologists and Psychiatrists.
• Ensure optimum utilization of clinicians' availability while minimizing appointment gaps and cancellations.
• Monitor appointment adherence, session completion, and follow-up processes.
• Establish effective coordination mechanisms between customers and clinical professionals.
• Identify operational challenges and implement solutions to improve clinical service delivery.
• Lead, mentor, and manage the Customer Success team to achieve departmental objectives.
• Define team goals, individual KRAs, and performance KPIs.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Manage workforce planning, shift allocation, attendance, and team productivity.
• Build a customer-centric and performance-driven team culture.
• Identify training requirements and support the professional development of team members.

4. Process Management & Operational Excellence

• Develop, implement, and continuously improve Standard Operating Procedures (SOPs).
• Establish and monitor service delivery standards, turnaround times, and SLAs.
• Identify process gaps, operational bottlenecks, and opportunities for improvement.
• Conduct periodic quality audits of customer interactions and service delivery.
• Drive process automation and workflow improvements wherever applicable.
• Ensure operational consistency, accuracy, and efficiency across the function.

5. MIS, Reporting & Performance Monitoring

• Prepare and review periodic MIS reports, dashboards, and operational performance reports.
• Track key business and operational metrics, including CSAT, NPS, lead conversion, customer retention, and appointment adherence.
• Monitor team productivity, clinician utilization, response times, and escalation resolution.
• Analyze performance trends and recommend corrective actions.
• Present regular operational updates and performance reports to senior management.

6. Cross-Functional Stakeholder Management

• Collaborate with Clinical Services, Sales, Marketing, Product, Technology, HR, and Finance teams.
• Work closely with leadership to align customer success strategies with organizational objectives.
• Communicate customer feedback, operational challenges, and improvement initiatives to relevant stakeholders.
• Support business growth initiatives by strengthening customer experience and service delivery.

Qualifications

• Bachelor's degree in any discipline.
• MBA or postgraduate qualification in Business Management, Operations, Healthcare Management, or a related field will be an added advantage.

Experience

• 5–8 years of experience in Customer Success, Customer Experience, Operations, Service Delivery, or Client Relationship Management.
• Minimum 5 years of experience in managing and leading customer-facing teams.
• Experience in Healthcare, Mental Health, Wellness, HealthTech, EdTech, or other service-oriented industries will be preferred.
• Proven experience in managing teams, operational processes, customer escalations, and performance metrics.

Required Skills

• Customer Success & Experience Management
• Operations & Service Delivery Management
• Customer Relationship Management
• Process Development & SOP Implementation
• MIS Reporting & Data Analysis
• SLA & KPI Management
• Stakeholder Management
• Problem-Solving & Decision-Making
• Communication & Interpersonal Skills

Why Join Us?

• Opportunity to lead and strengthen the Customer Success function in a growing mental health and wellness organization.
• Work closely with experienced clinical professionals and cross-functional teams.
• Take ownership of customer experience, team performance, and operational excellence.
• Be part of an organization committed to making mental healthcare accessible and impactful.