Senior Manager - Customer Relationship

Bonito Designs; Delhi; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Bonito Designs is seeking a Senior Customer Success Manager to own the full customer journey from onboarding to handover, nurture client relationships, and drive high-touch service. You will coordinate cross-functional teams to ensure timely deliveries, set KPIs, and mentor a multi-location CS team.

The role emphasizes proactive issue resolution, customer satisfaction, and process optimization to improve retention and referrals across projects.

Responsibilities

• 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.
• 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.
• 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.
• Handle critical customer escalations with empathy and urgency.
• Develop structured escalation matrices and resolution frameworks.
• Analyze recurring customer pain points and implement corrective actions.
• Track and report customer success metrics including CSAT, NPS, TAT and retention.
• 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.

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.