Customer Success Manager

Job Title: Customer Success Manager

Location: Thane, Mumbai
Company: Bonito Designs
Industry: Interior Design | Premium Home Interiors

The Customer Success Manager (CSM) will play a critical role in ensuring an exceptional client experience from project onboarding to final handover. This role acts as the primary point of contact for customers, coordinating across design, project, and execution teams to ensure timely delivery, quality outcomes, and high customer satisfaction aligned with Bonitos premium brand promise.

Key Responsibilities

• Serve as the primary relationship manager for assigned customers throughout the interior design lifecycle
• Ensure seamless onboarding of customers post-sales, setting clear expectations on timelines, processes, and deliverables
• Act as a liaison between customers, designers, project managers, and execution teams
• Track project milestones and proactively communicate updates, risks, and resolutions to clients
• Address customer queries, concerns, and escalations promptly with a solution-oriented approach
• Ensure adherence to quality standards, timelines, and brand commitments
• Drive customer satisfaction, loyalty, and advocacy through a superior service experience
• Collect customer feedback and collaborate with internal teams to improve processes and service quality
• Maintain accurate customer records, documentation, and reports using CRM or internal systems
• Support repeat business and referrals by building strong, trust-based customer relationships

Desired Skills & Competencies

• Strong customer-facing and relationship management skills
• Excellent verbal and written communication skills
• High level of empathy, professionalism, and problem-solving ability
• Ability to manage multiple stakeholders and projects simultaneously
• Detail-oriented with strong follow-up and coordination skills
• Comfortable working in a fast-paced, premium service environment
• Proficient in CRM tools, MS Excel, and basic reporting
• Ability to handle escalations calmly while maintaining brand integrity

Qualifications & Experience

• Bachelors degree in Business, Management, Interior Design, or a related field
• 3–6 years of experience in Customer Success, Client Relationship Management, or Service Delivery
• Experience in interior design, real estate, architecture, hospitality, or luxury services is a strong advantage
• Prior experience working with premium or high-value customers preferred