PadCare
Website:
padcarelabs.com
Job details:
About us:
At PadCare, we’re on a mission to make hygiene sustainable. Founded in 2018, we have developed India’s first patented sanitary napkin recycling technology—PadCareX.
But we’re not just solving a waste problem, we’re 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 impact—for 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/watch?v=7q0cmPtpJRo
To learn more about the work that PadCare is doing, check out the website: www.padcarelabs.com
Role overview & Key responsibilities:
The Senior Customer Success (CS) Manager will drive the entire post-sales lifecycle—onboarding, adoption, customer experience, renewals, QBR/PBR governance, NPS/CSAT, churn control, and escalation management.
This role will scale the CS function to meet PadCare’s 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.
- Build CS SOPs, client onboarding decks, RCA formats, and knowledge bases.
- 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 we're looking for:
- 5–8 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 (30–40%)
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 women’s health, the environment, and sanitation workers' dignity.
- Eco-Warrior in Action: Help recycle millions of sanitary pads and actively reduce landfill waste and carbon emissions—real 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: We’re 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 aren’t just values—they’re how we roll every day.
Click on Apply to know more.