As a Customer Success Executive, you'll own every customer's journey from the moment they buy ,from the welcome email to the Day-30 check-in. You're the person who resolves, not just replies, and never lets a customer feel forgotten. This role is perfect if you love owning a process end to end, learning a premium product inside out, and making people feel genuinely looked after.
Responsibilities
Post-Sale Journey
- Run every customer through the full post-sale journey — welcome mail on order close, then updates at first instalment, full payment, QC & dispatch, installation and post-installation.
- Run proactive check-ins on Day 5, 10, 15, 20, 25 and 30 so nobody is ever left hanging.
Product & Technical Support
- Answer detailed product and technical questions across our full range — HealLite red light, IceCode cold plunge, Aura and Bask saunas, Sanctum pod and Vayu HBOT — with real confidence.
- Use our Product Knowledge Base to resolve queries properly, not just close tickets.
Multi-Channel Customer Handling
- Handle customer queries across every channel — website, WhatsApp, Amazon, Shopify and Instagram — and respond to every customer, every time (yes, every single one).
Coordination & Payments
- Partner with Sales to collect the remaining 50% balance on schedule.
- Coordinate with the warehouse to push dispatch, and with Finance for invoices, quotations and e-way bills.
- Turn internally generated site-visit reports into clean, customer-facing documents and share them.
Boundaries & Improvement
- Hold warranty boundaries — say "no" clearly, and with empathy.
- Once the day-to-day settles, help automate the milestone flow and keep bringing ideas that make our customer experience sharper.
What we want you to be
- Confident and polished in spoken and written English — you can hold a room and represent a premium brand.
- A fast learner who can absorb technical product knowledge and explain it simply.
- Highly organised, with strong follow-through across a multi-stage process — nothing slips.
- Comfortable using AI tools to speed up your own work.
- Empathetic but firm — you can say "no" gracefully.
Bonus points
- CS/CX experience in premium wellness, medical devices, or high-ticket / capex products.
- Experience handling customer queries on Amazon, Shopify and Instagram.
- Hands-on with CRM or helpdesk tools, and a track record of building automations or improving processes.
- Fluency in Tamil, Hindi and English.
- B2B post-sale or payment-collection coordination experience.
Pay: ₹300,000.00 - ₹400,000.00 per year
Work Location: In person
