Customer Success Manager

Job Description

At Beco, we re dedicated to making sustainability accessible and convenient for all. As a fast-growing FMCG start-up, we have ambitious plans to scale rapidly over the next five years. To help us achieve this, we re looking for a sales associate who can join us in building and growing our enterprise business, Pan India. Are you someone who- Has a get it done mindset Brings passion and a positive attitude Can thrive in fast-paced environments. Committed for the long term Focused on speed and execution What will you do at Beco - Develop and implement a customer success strategy to enhance satisfaction, loyalty, and retention while driving upsell opportunities. Design and manage effective onboarding and training processes to ensure seamless product adoption and customer engagement. Build strong customer relationships, address escalations, and proactively resolve potential issues using customer health metrics. Lead and mentor the customer success team, fostering a culture of advocacy, collaboration, and continuous improvement. Analyze customer success data to identify trends, improve processes, and provide actionable insights for product and service enhancements. Oversee customer support and issue resolution to ensure timely responses and maintain a positive customer experience. Establish reporting frameworks to communicate customer success metrics and health to internal stakeholders. Key Requirements: Bachelor s degree in business, marketing, or a related field (MBA preferred). 5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team. Proven track record of improving customer satisfaction, retention, and lifetime value. Strong experience in building and scaling customer success teams. Excellent interpersonal and communication skills, with the ability to build relationships at all levels. Strong problem-solving skills and a customer-first mindset. Proficiency in CRM software, customer success platforms, and data analytics tools. Experience working cross-functionally with product, sales, and marketing teams. Key Performance Indicators (KPIs): Customer satisfaction scores (CSAT, NPS) Customer retention and churn rates Customer lifetime value (CLV) Upsell and cross-sell success rates Onboarding time and customer adoption rates Response and resolution time for customer issues