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.

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. An MBA from a Tier-1/2 business school. Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a clear 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. Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.

Lead CS readiness for new product, plan, and feature launches — workflows, scripting, and training so the team is never caught flat-footed. Partner with Product, Tech, Operations, and People Success to close systemic gaps in the customer journey and scale L&D; across ground teams. Drive adoption of CRM and automation tools (Salesforce/SFSC and internal systems) that cut friction without losing the human touch.

Comfort with CRM platforms and data-led decision-making, paired with genuine instinct for customer experience. Robust stakeholder management, with credibility across clinical, product, and corporate teams. This is a high-ownership seat at the center of how we manage customer relationships at scale.

📌 Senior Manager - Management Accounts (Bengaluru)
🏢 Narayana Health
📍 Bengaluru