Head of Customer Success

Job Title : Head of Customer Success Location : Sonipat, Haryana / Hybrid

Employment Type : Full-time

Salary Range : ₹40,000 – ₹80,000 per month (based on experience)

Company Website : About Us

At Clumsy Bumsy, we make healthy, fresh meals for cats — and we do it with heart. Every pack we deliver represents trust from a pet parent who wants the best for their fur baby. That’s why our relationship with customers doesn’t end at purchase — it starts there.

We’re looking for a Head of Customer Success who can lead this relationship end to end — ensuring every customer feels heard, supported, and genuinely cared for. From building a strong support team to designing retention strategies and turning feedback into action — this role is all about empathy, ownership, and excellence.

Key Responsibilities

• Lead and manage the entire customer success function , ensuring a seamless and positive experience across all touchpoints — WhatsApp, calls, email, and social platforms.
• Build and mentor a high-performing customer support team , focusing on training, empathy, and quick problem resolution.
• Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication.
• Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience.
• Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops.
• Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates.
• Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health.
• Handle high-priority or sensitive cases directly to maintain trust and brand credibility.
• Own post-purchase engagement, including proactive follow-ups, feedback collection, and subscription management.
• Continuously refine communication tone and playbooks to reflect the brand’s personality — warm, helpful, and genuinely caring.

Key Requirements