Customer Success Manager

Job Summary

As a Customer Success Manager, you will be the primary point of contact for our key clients, ensuring they derive maximum value from our footwear products and services. You will focus on building long-term relationships, identifying upsell opportunities, and resolving issues to enhance customer satisfaction and retention. This role is crucial in a manufacturing environment where product quality, timely delivery, and customization play key roles in success. Based in our Kozhikode headquarters, you will collaborate with cross-functional teams including sales, production, and logistics to support our clients' needs.

Key Responsibilities

• Client Relationship Management: Develop and maintain strong relationships with assigned customers, including retailers, wholesalers, and distributors, through regular check-ins, virtual/in-person meetings, and proactive communication.
• Onboarding and Training: Guide new clients through product onboarding, providing training on our footwear lines, customization options, and best practices for inventory management and sales.
• Success Planning: Create personalized success plans for clients, aligning their goals (e.g., sales targets, product performance) with our offerings, and track progress using metrics like customer health scores and Net Promoter Scores (NPS).
• Issue Resolution: Handle customer inquiries, complaints, and feedback related to product quality, delivery delays, or supply chain issues, coordinating with internal teams to ensure swift resolutions.
• Upsell and Expansion: Identify opportunities for account growth, such as recommending new product lines, bulk orders, or value-added services like custom branding or sustainable materials.
• Performance Analysis: Monitor client usage and satisfaction through data analytics, generating reports on key performance indicators (KPIs) and suggesting improvements to enhance outcomes.
• Market Insights: Gather feedback on market trends, competitor products, and customer preferences in the footwear sector to inform product development and strategy.
• Collaboration: Work closely with sales, marketing, production, and quality control teams to align on customer needs and contribute to overall business objectives.
• Compliance and Documentation: Ensure all interactions comply with industry regulations, maintain accurate records in CRM systems, and prepare case studies or success stories for marketing purposes.

Qualifications and Requirements

• Education: Bachelor's degree in Business Administration, Marketing, or a related field. An MBA or relevant certification (e.g., in Customer Success or Supply Chain Management) is preferred.
• Experience: 3-5 years in customer success, account management, or sales roles, preferably in manufacturing, retail, or FMCG sectors. Experience in the footwear or apparel industry is a plus.
• Location: Based in Kozhikode, Kerala; willingness to travel occasionally to client sites within India.
• Language Skills: Fluency in English and Malayalam; knowledge of Hindi or other regional languages is advantageous for broader client interactions.

Key Skills and Competencies

• Strong interpersonal and communication skills, with the ability to build trust and rapport with diverse stakeholders.
• Analytical mindset with proficiency in tools like CRM software (e.g., Salesforce, Zoho), MS Excel, and data visualization platforms.
• Problem-solving abilities to address manufacturing-specific challenges like supply chain disruptions or product defects.
• Customer-oriented approach with a focus on empathy, active listening, and long-term value creation.
• Knowledge of the footwear industry, including trends in sustainable materials, e-commerce integration, and export regulations.
• Ability to work independently in a fast-paced environment while collaborating with teams.
• Tech-savvy, with familiarity in using digital tools for virtual meetings and performance tracking.

What We Offer

• Competitive salary commensurate with experience
• Health insurance, provident fund, and other standard benefits.
• Opportunities for professional development, including training programs and industry conferences.
• A collaborative work culture in a growing company with scope for career advancement.

Job Types: Full-time, Permanent

Pay: ₹10,280.13 - ₹50,000.00 per month

Work Location: In person

Expected Start Date: 01/03/2026