Customer Success Manager

Ovii's Interpretation of the Role

The Customer Success Manager will own onboarding, adoption, and growth for a portfolio of D2C brands, driving retention, upsell and cross‑sell while partnering with product, sales and marketing teams. Success is measured by measurable business outcomes and long‑term customer value.

Role Snapshot

• Own end‑to‑end onboarding & adoption
• Drive retention, upsell & cross‑sell
• Strategic relationship lead
• Data‑driven growth recommendations
• Cross‑functional collaboration
• Process & documentation improvement

Must-Have Requirements

• Customer Success
• Account Management
• SaaS experience

Nice-to-Have Signals

• WhatsApp Business API
• CRM platforms
• Retention marketing
• Automation workflows

Work Setup

• Location: Mumbai, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Lead onboarding and product adoption for a set of D2C merchants
• Identify and execute upselling, cross‑selling, and expansion opportunities
• Serve as the primary business and product liaison for strategic accounts
• Partner with merchants to craft growth strategies across acquisition, engagement and retention
• Analyze campaign and WhatsApp engagement data to deliver actionable business insights
• Build trusted relationships with founders, CXOs and marketing leaders
• Collaborate with Product, Engineering, Sales and Marketing to improve the customer experience
• Elevate CS operations through process, documentation and scalable best‑practice development

Good Fit If You Have

• Experience with WhatsApp Business API or similar messaging platforms
• Background in MarTech, marketing automation or retention marketing
• Proven record of mid‑market or enterprise account growth
• Thrives in fast‑paced, high‑ownership environments