We are seeking a Customer Success Manager who is passionate about delighting customers instead of “selling to” them. This role is about building trust, guiding customers, and ensuring they enjoy a smooth, joyful, and memorable journey with THW. Unlike traditional sales roles, you will not be expected to cold-call or push-sell. Instead, you will: Act as a bridge between THW and our customers, ensuring their queries, feedback, and concerns are resolved with empathy. Guide new customers in understanding our products, values, and unique benefits. Ensure repeat orders and loyalty by delivering consistent 10x customer experience. Work closely with marketing, operations, and product teams to share customer insights and help design campaigns that attract, educate, and retain customers. Key Responsibilities: • Manage customer queries and support requests through multiple channels (calls, WhatsApp, email, chat). • Onboard new customers with a warm, personalized experience, ensuring they feel confident in their choice. • Monitor customer satisfaction and proactively address issues to avoid churn. • Build long-term customer relationships by listening, understanding, and guiding them. Collaborate with marketing to create engaging communication that educates rather than sells. • Track key customer success metrics (satisfaction score, repeat orders, referrals, churn rate. • Identify upsell opportunities organically - only when they genuinely add value for the customer. Requirements • 2–4 years of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce). • Previous experience in a D2C industry. • Strong communication skills in English, Hindi, and/or Marathi. • Empathy-driven mindset with genuine care for customer well-being. • Comfort with CRM Tools is highly preferred. • Ability to multitask, remain calm under pressure, and resolve problems with patience. • Candidates residing in or near Viman Nagar, Pune preferred for better coordination. Benefits • A chance to be part of a purpose-driven brand making a real impact. • ESOPs for deserving candidates, offering long-term wealth creation along with competitive salary. • Growth-oriented culture where ownership and ideas are valued. • Regular training and exposure to customer success best practices from leading D2C brands. • Salary + performance-linked incentives (linked to customer satisfaction, not sales pressure). • The joy and fulfillment of being part of a mission that truly matters — healthier lives, empowered farmers, and a greener planet.