- Own the overall customer experience and customer success performance for the assigned city.
- Drive consistent customer engagement across the entire home interior journey, from onboarding to final handover and post-handover support.
- Ensure city-level adherence to customer communication standards, service protocols, and defined SLAs.
- Monitor customer experience across active projects and proactively identify accounts at risk of dissatisfaction.
- Establish structured review mechanisms to track customer concerns, project milestones, service gaps, and resolution progress.
- Act as the key escalation point for critical customer issues requiring city-level intervention.
- Drive improvement in customer satisfaction, NPS, CSAT, and overall customer confidence throughout the project lifecycle.
- Ensure customers receive timely and accurate updates on design approvals, material selections, execution progress, project timelines, and handover milestones.
- Identify customer pain points and implement city-specific initiatives to improve communication, transparency, and service delivery.
- Conduct periodic customer reviews and feedback analysis to understand expectations and service gaps.
- Build a customer-first culture across teams, ensuring that customer experience is treated as a shared business responsibility.
- Drive customer advocacy through improved service quality, positive reviews, referrals, and stronger brand trust.
- Own and drive resolution of high-priority customer escalations related to project delays, design changes, execution quality, material issues,



cost variations, and communication gaps.
- Establish a structured escalation matrix with clear ownership, resolution timelines, and accountability.
- Coordinate with relevant functional heads to resolve customer concerns within agreed timelines.
- Conduct root cause analysis of recurring complaints and implement corrective and preventive actions.
- Review aging escalations, pending customer commitments, and unresolved service requests through regular governance meetings.
- Partner with city-level Sales, Design, Project Management, Procurement, Site Execution, Quality, Finance, and After-Sales teams to ensure seamless customer delivery.
- Drive alignment between customer expectations, design commitments, commercial agreements, execution feasibility, and project timelines.
- Facilitate regular cross-functional reviews to identify project risks, customer dissatisfaction, and operational bottlenecks.
- Resolve interdepartmental dependencies that impact customer experience, project progress, or service commitments.
- Ensure customer feedback and concerns are communicated to the appropriate teams with clear action plans and closure timelines.
- Build strong working relationships with functional leaders to improve service delivery and city-level operational effectiveness.

Qualifications

- Bachelor's degree or equivalent experience
- Experience in customer success
- Solid written and verbal communication skills
- Detail oriented and analytical
- Demonstrated ability to increase customer satisfaction

📌 Customer Success Manager (Hyderabad)
🏢 Bonito Designs
📍 Hyderabad