Job DescriptionAbout the Role
NWe'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.
NYou'll work with the Headof 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.
NExperience:
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- 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. N
- A track record of managing managers and building operational capability across multi-functional teams. N

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

nWhat You'll Own:
N1)



Customer Voice & CX Strategy
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- Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a explicit point of view leadership can act on. N
- Design and drive the CXstrategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal. N
- 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. N
- Turn retention drops, escalation trends, or process friction into scalable fixes, not one-off patches. N

n2) Team, Execution& Cross-Functional Impact
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- Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability. N
- Run the day-to-day operating rhythm of the CS function — removing blockers, resolving e

📌 Senior Manager (Karnataka)
🏢 Narayana Health
📍 Karnataka