Senior Manager - Customer Relationship

Bonito Designs; Dadri; On-site; INR 800,000 - 1,600,000; Full time

Job summary

Bonito Designs is seeking a Customer Success Lead to own the end-to-end lifecycle from onboarding to handover, building strong client relationships and delivering a premium, high-touch experience across multiple projects.

You will coordinate with design, sales, procurement and execution teams, define KPIs and SLAs, mentor the CS team, and drive process improvements to boost retention, referrals and long-term value.

Qualifications

• Experience leading customer success teams and end-to-end lifecycle ownership.
• Proven ability to manage escalations with empathy and urgency.
• Strong project coordination skills across design, sales and execution.

Responsibilities

• Own end-to-end customer success lifecycle from onboarding to handover.
• Build strong client relationships and ensure a premium experience.
• Proactively manage expectations, escalations, and issue resolution.
• Conduct regular check-ins and satisfaction reviews during projects.
• Lead and mentor the customer success team across locations.
• Define KPIs, SLAs and customer service standards; drive performance reviews.
• Handle escalations with empathy; implement resolution frameworks.
• Track CSAT, NPS, TAT and other success metrics; drive process improvements.
• Drive CRM adoption and data-driven engagement strategies.

Skills

Customer success

Relationship management

Escalation handling

Project coordination

Team leadership

KPIs & SLAs

Coaching

CRM adoption

Data analytics

Job description

Key Responsibilities

Customer Experience & Relationship Management

• Own the end-to-end customer success lifecycle from project onboarding to final handover.
• Build strong relationships with clients and ensure a high-touch, premium customer experience.
• Proactively manage customer expectations, escalations, and issue resolution.
• Conduct regular customer check-ins and satisfaction reviews during project execution.
• Improve customer retention, referrals, and repeat business opportunities.

Project Coordination & Execution Support

• Collaborate closely with design, sales, procurement, and execution teams to ensure smooth project delivery.
• Monitor project milestones, timelines, and customer communication touchpoints.
• Ensure transparency in project updates, delays, and change requests.
• Support teams in driving timely closures and minimizing customer escalations.

Team Leadership

• Lead and mentor the customer success team across multiple projects/locations.
• Define KPIs, SLAs, and customer service standards.
• Conduct regular performance reviews, coaching, and training sessions.
• Foster a customer-centric culture across departments.

Escalation & Complaint Management

• Handle critical customer escalations with empathy and urgency.
• Develop structured escalation matrices and resolution frameworks.
• Analyze recurring customer pain points and implement corrective actions.

Process Improvement & Analytics

• Track and report customer success metrics including:
• CSAT (Customer Satisfaction Score)
• NPS (Net Promoter Score)
• TAT (Turnaround Time)
• Customer retention and referral metrics
• Identify operational gaps and implement process improvements.
• Drive automation and CRM adoption for better customer engagement.