Customer Success Leader

At Shaadi.com, we’re not just helping people find matches — we’re helping people find meaningful relationships. ❤️

The Role - Own The Experience. Build The Trust.

At Shaadi.com, customer trust isn’t just a metric — it’s everything.We’re looking for a Customer Success Leader who can blend empathy, speed, and accountability — all in one powerful package.You’ll lead a large frontline team, manage high-emotion escalations with maturity, and ensure every customer interaction ends with clarity, fairness, and confidence.If you can stay calm in chaos, think clearly under pressure, and take bold decisions — this is your stage.

🎯 What You’ll Own

• Own the end-to-end customer experience across key customer journeys and touchpoints.
• Manage and resolve complex customer escalations, ensuring timely and empathetic resolutions.
• Drive CSAT, NPS and customer satisfaction metrics through structured improvement initiatives.
• Identify recurring customer pain points and work with Product, Tech, Sales and Operations teams to fix root causes.
• Build escalation frameworks, SOPs and service processes to improve resolution quality and TAT.
• Analyse customer feedback and service data to identify trends, risks and opportunities.
• Develop proactive initiatives that improve retention, engagement and customer loyalty.
• Create dashboards and reports to track customer experience and operational performance.
• Champion the Voice of Customer across the organisation.

⭐ What We’re Looking For

• 5-10 years of experience in Customer Success, Customer Experience, Service Excellence or Escalation Management.
• Strong prior experience handling high-value and complex customer escalations.
• Hands-on experience driving CSAT / NPS / customer experience metrics.
• Experience in a B2C / consumer internet / digital business is strongly preferred.
• Strong analytical and problem-solving mindset with the ability to identify root causes.
• Excellent communication, stakeholder management and influencing skills.
• Comfortable working in a fast-paced, high-growth environment.
• Customer-first mindset with a strong bias for action.

💡 Why Shaadi.com?

You’ll be working on a product that sits at the heart of one of life’s most important decisions — finding a life partner. 💍

This is an opportunity to build customer experience at scale, influence product and business decisions, and create experiences that genuinely matter.

If you believe great customer success is not just about solving problems, but creating trust — we’d love to meet you. ❤️