Customer Success Manager

Company Description

UltraCare PRO, founded in 2012 by IIM Ahmedabad alumni Mr. Sugnesh Hirpara and Mr. Kartik Satasiya, is a leading MedTech company specializing in ergonomic, wearable, and wireless pain relief devices.

Recognized by StartUp India, the company delivers innovative solutions for pain management that are designed for use at home, in clinics, or on the go. UltraCare PRO is committed to improving quality of life through advanced, user-friendly technology. With an emphasis on innovation and customer satisfaction, the company continues to lead in the MedTech industry.

Role Description

This is a full-time, on-site Customer Success Manager role located in Ahmedabad. As a Customer Success Manager, you will serve as a primary point of contact for customers, ensuring their satisfaction and maintaining strong client relationships. Your responsibilities will include developing strategies for customer retention, resolving client concerns, analyzing customer feedback, and improving overall experiences.

You will collaborate closely with internal teams to align on customer needs and ensure the delivery of outstanding support and services.

Role Description

• Own and manage end-to-end customer support operations across channels (calls, WhatsApp, email, etc.).
• Analyze customer queries, complaints, and feedback to identify patterns, root causes, and improvement opportunities.
• Build and track key support metrics such as TAT, resolution rate, CSAT, repeat issues, and escalation trends.
• Use data to drive process improvements, reduce ticket volume, and improve customer experience.
• Design and implement support workflows, SOPs, and escalation frameworks.
• Collaborate with product, operations, and marketing teams to resolve recurring issues at the source.
• Train, manage, and monitor the support team to ensure consistent quality and efficiency.
• Identify opportunities to improve retention, reduce returns, and enhance post-purchase experience.
• Maintain and optimize ticketing systems, CRM tools, and support dashboards.
• Provide regular reports and actionable insights to leadership for decision-making.

Qualifications & Skills

• 3–5 years of experience in customer support, operations, or customer experience roles.
• Strong analytical mindset with ability to derive insights from customer data and support metrics.
• Experience working with CRM/ticketing tools (Freshdesk, Zoho, Intercom, etc.).
• Proficiency in Excel / Google Sheets for reporting and analysis.
• Strong problem-solving skills with focus on root cause analysis, not just resolution.
• Experience in team handling or leading support teams.
• Excellent communication and stakeholder management skills.
• Experience in e-commerce / D2C environment (strong plus).