Senior Manager - Customer Relationship

Bonito Designs; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Bonito Designs seeks a Customer Success Lead to own the end-to-end lifecycle from onboarding to handover, delivering a premium, high-touch experience for our clients. You will coordinate with design, sales, procurement and execution teams, lead the CS team across projects and locations, set KPIs and SLAs, and drive continual process improvements to reduce escalations and boost retention.

Based in Navi Mumbai, this full-time role emphasizes customer-centric culture and leadership across multiple

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.