About Abhinandan Ventures – An Abhinandan Lodha Enterprise

(https://www.ablventures.com/)

Abhinandan Ventures is a collective of high-growth, new-age businesses built around ambitious ideas with the potential to become category leaders. We partner with visionary founders and leadership teams to create businesses designed to endure and scale sustainably.

We invest patient, unlevered proprietary capital with a sharp focus on long-term value creation, free from short-term redemption pressures. Our decentralized portfolio structure empowers independent CEOs and leadership teams, fostering accountability, agility, and a strong performance-driven culture.

At Abhinandan Ventures, we nurture consumer-centric brands that lead with innovation, operate on strong business fundamentals, and are positioned to shape industries as they grow.

About Bonito Designs

Bonito Designs Pvt Ltd (www.bonito.in) is one of the fastest growing Start-Ups in India in the Interior DesigningIndustry. The Companyis funded by TomorrowCapital (www.tomorrowcapital.in). The Company has its businessoperations in Bangalore& Mumbai and is soon planningto expand to other metro cities. The Management team iscommitted to make this one of the most aspiringbrand for Indian consumers and a great place to work for employees.

The Company has a very conducive working environment for employees and offers rapid-track growth opportunities for deserving & committed professionals.

About the Role

We are seeking a dynamic and experienced Head of Customer Success to lead and elevate our customer relationship and revenue management functions. Responsible for overseeing and optimizing the end-to-end customer journey—from onboarding to retention, collections, referral and customer escalations. The successful candidate will play a critical role in driving customer satisfaction, reducing churn, improving collections performance, and building scalable systems for long-term customer success.

In addition to owning the collections and credit management processes,



this individual will work cross-functionally to design a seamless customer experience, enhance our customer expertise journey, and lead initiatives around referral and loyalty programs to foster deeper engagement and brand affinity.

Key Responsibilities

- Develop and execute a comprehensive Customer Success strategy aligned with business goals to drive growth, retention, and customer satisfaction.
- Build, mentor, and manage a high-performing Customer Success and Collections team, providing guidance, support, and ongoing professional development.
- Foster strong, long-term relationships with key customers and stakeholders, acting as a trusted advisor and advocate for their needs.
- Oversee the resolution of complex customer issues, ensuring timely and qualified handling of disputes and complaints.
- Implement systems and frameworks to capture customer feedback and translate insights into actionable improvements.
- Monitor accounts receivable and payment patterns, identifying at-risk accounts and implementing strategies to mitigate them
- Ensure all collections activities are compliant with relevant laws, regulations, and company policies.
- Analyze customer data, payment trends, and team performance to identify opportunities for operational improvement.
- Create and present regular performance reports and strategic recommendations to senior leadership.
- Collaborate with Sales, Designs, Operations, and Finance to streamline customer-related processes and ensure alignment.
- Enabling customers to fully understand and derive value from our offerings.




- Design and implement customer referral and loyalty programs to increase engagement and promote brand advocacy.
- Stay informed on industry’s best practices and trends to continuously evolve the customer success function.

Experience & Education Required:

- 15-18+ years of experience in Real Estate/Interior Design (Preferred) / D2C / Hospitality or Luxury Brands.
- Education: MBA or equivalent.
- Proven track record of success in leading teams and improving collections and customer relationship processes.

- Strong understanding of collections, credit, and customer relationship management best practices and regulations
- Ability to analyze data and make informed decisions

Key Skills and Attributes:

- Proven ability to inspire, mentor, and lead high-performing customer success teams across multiple locations.
- Strong cross-functional collaboration skills, working closely with design, marketing, technology, and operations to deliver a seamless customer experience.
- Passionate about understanding customer needs, curating personalized collections, and turning every touchpoint into an opportunity for delight.
- Skilled in handling escalations with empathy and efficiency, always aiming to strengthen customer trust and loyalty.
- Results-driven with a focus on customer retention, satisfaction, and referral growth, while continuously optimizing for scalability and operational excellence.
- Confident in representing the brand across industry events, public forums, and customer engagements.
- Deeply invested in staying ahead of customer experience trends, adopting innovative tools, and evolving strategies in tune with changing expectations.

This role is an opportunity to redefine the way people experience their homes while setting new industry benchmarks for innovation, customer delight, and operational excellence. If you’re passionate about curating exceptional experiences, resolving customer escalations with care, and turning satisfied clients into loyal advocates, we’d love to hear from you.

📌 CRM Lead (Bengaluru)
🏢 Bonito Designs
📍 Bengaluru