Senior Customer Success Manager

About us:

At PadCare, were on a mission to make hygiene sustainable. Founded in 2018, we have developed Indias first patented sanitary napkin recycling technologyPadCareX.

But were not just solving a waste problem, were building a circular economy that champions environmental resilience and social equity. Our service model closes the loop starting from collection, recycling, and transforming single-use sanitary napkins into sustainable materials, while also creating dignified jobs for marginalized waste workers, especially women, across the country.

With 100+ changemakers across 25+ cities, PadCare is driving real impactfor people and the planet. Recognized by Forbes, the World Economic Forum, and more, we believe business can be a force for good. If you do too, PadCare is where your purpose finds a home.

Oh, and you must have seen us on an episode of Shark Tank India, Season 2 -https://www.youtube.com/watchv=7q0cmPtpJRo

To learn more about the work that PadCare is doing, check out the website: www.padcarelabs.com

Role overview & Key responsibilities:

TheSenior Customer Success (CS) Manager will drive the entire post-sales lifecycleonboarding, adoption, customer experience, renewals, QBR/PBR governance, NPS/CSAT, churn control, and escalation management.

This role will scale the CS function to meet PadCares rapid growth and ensure enterprise-grade client management.

1. Leadership & Team Management

- Lead a multi-layer CS team (Onboarding, KAMs, Renewal, QA, MIS, Support).

- Build org capacity to manage enterprise clients.

- Ensure capability building, coaching, and KPI-driven culture.

2. Customer Lifecycle Ownership

- Onboarding

Ensure frictionless, high-quality onboarding with SOPs, project plans & go-live checks.

- Key Account Management (KAM)

Drive deep relationship management with client: Admin/EHS/Procurement/Sustainability teams.

Strengthen client referenceability and long-term partnership.

-QBR & PBR Management

Drive QBR (Quarterly Business Review) for top 200 clients.

Run PBR (Performance Business Review) for the remaining long-tail accounts.

Ensure structured QBR decks, analytics, escalations, and action plans.

Track improvement commitments and follow-ups rigorously.

-Renewal Management

Achieve >95% renewal rate through structured renewal calendar & early interventions.

-Churn Prevention

Build a health score model and early-warning signals.

Create churn-playbooks and rapid turn-around plans.

3. Customer Experience & Sentiment

- Own NPS, CSAT, CES and drive continuous improvement projects.

- Conduct annual Voice of Customer surveys.

- Build service blueprint and experience playbooks.

- Create customer success stories, case studies, and advocacy networks along with marketing

4. In-Person Client Meetings & Field Engagement

- Drive regular in-person client visits across India.

- Ensure KAMs meet key clients quarterly; Head of CS meets top accounts monthly.

- Conduct site audits, service assessments, and implementation walkthroughs.

- Engage directly with escalated accounts to restore confidence.

5. Escalation Ownership

-Act as final escalation leader for enterprise clients.

- Build a multi-level escalation matrix (Ops ? City Lead ? CS Head).

- Ensure 24-hour response and 72-hour resolution for major issues.

- Drive thorough RCA & CAPA and ensure SOP enforcement with Ops & Finance.

- Present critical escalations in QBRs & internal reviews.

6. MIS, Analytics & Reporting

- Own and publish dashboards for:

QBR/PBR performance

Renewal & churn pipeline

Escalation heatmaps

Service scorecards

NPS/CSAT trends

Billing, PO/SO, MIS sync

- Provide insights to CEO for monthly business reviews.

7. Cross-Functional Collaboration

- Work with Ops to ensure 100% service reliability.

- Work with Finance for billing, DSO control, and dispute reduction.

- Work with Sales for upsell/cross-sell and expansion opportunities.

- Work with Marketing & Product for customer advocacy and feedback loops.

- Manage customer champions on the client side to ensure smooth delivery.

8. Process, System & Automation

- Implement CRM, ticketing, NPS tools, and automated workflows.

- Introduce AI/analytics to scale operations with fewer people.

9. Commercial & Strategic Initiatives

- Identify upsell and expansion opportunities:

Extra sites

Rebirth stationery

Diaper recycling

Extended service plans

- Participate in pricing strategy, client tiering & global service readiness.

- Lead large-client governance models.

What were looking for:

• 58 years experience in Customer Success/Account Management/Operations
• Experience running QBR frameworks & escalation governance
• Strong client-facing communication skills
• Excellent MIS & data-driven management
• People leadership, conflict resolution, and cross-functional collaboration
• Founder mindset: high ownership, agility, and speed of execution
• Culture Fit: Integrity, Entrepreneurship, Collaboration, Customer-First, Innovation.

Work Mode:Full time; Pune based; with extensive travel (3040%)

Why join us:

• Compensation:Competitive salary in line with industry standards
• Growth Path:Opportunity to scale into Customer Success C-Suite and beyond as PadCare expands globally.
• Purpose With Impact:Join a mission-driven team transforming menstrual hygiene through sustainable solutions that uplift womens health, the environment, and sanitation workers dignity.
• Eco-Warrior in Action:Help recycle millions of sanitary pads and actively reduce landfill waste and carbon emissionsreal impact, not just buzzwords.
• Innovation Meets Heart:Be part of a team that blends empathy with patented 5D recycling tech to build the future of circular economy.
• Grow With Us:Were a fast-gowing, venture-backed startup offering real opportunities to scale your career as we scale our impact.
• A Culture That Cares:Work in a space where collaboration, inclusivity, and purpose arent just valuestheyre how we roll every day.