Senior Customer Success Manager

Narayana Health (NH); Electronic City; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Narayana Health is seeking a Senior Manager of Customer Success to own the strategy and execution of how we support, engage, and retain customers across Retail and Corporate segments. You will translate ambition into an operating model, championing the customer's voice at every table and building scalable frameworks with a human edge.

Lead a team to shift from reactive support to proactive, value-led engagement, owning NPS, retention, and ARPU as success measures while partnering with Product,

Qualifications

• Experience leading customer success teams and driving lifecycle strategies.
• Ability to translate customer feedback into actionable improvements.
• Strong collaboration with product, tech, operations and people teams.

Responsibilities

• Own CX strategy and lifecycle across Retail and Corporate customers.
• Lead a team of managers and relationship experts with accountability.
• Drive CX readiness for new product launches and trainings.
• Collaborate to close gaps in the customer journey and scale processes.
• Adopt CRM and automation tools while preserving the human touch.

Skills

Customer success leadership

CX strategy

Stakeholder alignment

NPS/CSAT analysis

Team development

Tools

Salesforce

SFSC

Job description

About the Role

We're looking for a Senior Manager of Customer Success to own the strategy and execution behind how we support, engage, and retain customers across our Retail and Corporate segments end to end, across the full lifecycle. You'll work with the Head of Customer Success: translating ambition into a working operating model, championing the customer's voice at every table you sit at, and building the frameworks that let the team scale without losing its human edge. This is a role for someone who thinks in systems, leads with empathy, and is equally comfortable in a strategy review and a live escalation.

What You'll Own

Customer Voice & CX Strategy

• Championthe customer internally turning signal from NPS, CSAT, support data, and direct feedback into a clear point of view leadership can act on.

• Design and drive the CX strategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal.

• Shift the team from reactive, transactional support toward proactive, value-led engagement and own NPS, Retention rate, and ARPUas the measures that prove it's working.
• Turnretention drops, escalation trends, or process friction into scalable fixes, not one-off patches.

Team, Execution & Cross-Functional Impact

• Leadanddevelop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.
• Run the day-to-day operating rhythm of the CS function removing blockers, resolving escalations at the root, and holding the line on CSpriorities in rooms where trade-offs get made.
• Lead CSreadiness for new product, plan, and feature launches workflows, scripting, and training so the team is never caught flat footed.
• Partner with Product, Tech, Operations, and People Success to close systemic gaps in the customer journey and scale L&D across ground teams.
• Drive adoption of CRM and automation tools (Salesforce/SFSC and internal systems) that cut friction without losing the human touch