About the Role

We're looking for a Senior Manager - Customer Success to own the strategy and execution behind how we support, engage, and retain customers across our Retail and Corporate segments — end to end, across the full lifecycle.

You'll work with the Head of Customer Success: translating ambition into a working operating model, championing the customer's voice at every table you sit at, and building the frameworks that let the team scale without losing its human edge. This is a role for someone who thinks in systems, leads with empathy, and is equally comfortable in a strategy review and a live escalation.

Experience:
- 8–12 years of experience, including 3–5 years leading teams in Customer Success, Operations, or Relationship Management — ideally across consumer-tech, healthcare, or premium subscription businesses.
- A track record of managing managers and building operational capability across multi-functional teams.

Education:
- An MBA from a Tier-1/2 business school.

What You'll Own:

1) Customer Voice & CX Strategy




- Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a explicit point of view leadership can act on.
- Design and drive the CX strategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal.
- Shift the team from reactive, transactional support toward proactive, value-led engagement — and own NPS, Retention rate, and Average Revenue Per User as the measures that prove it's working.
- Turn retention drops, escalation trends, or process friction into scalable fixes, not one-off patches.

2) Team, Execution & Cross-Functional Impact
- Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.
- Run the day-to-day operating rhythm of the CS function — removing blockers, resolving escalations at the root, and holding the line on CS priorities in rooms where trade-off

📌 Senior Manager (Bengaluru)
🏢 Narayana Health
📍 Bengaluru