We are looking for an experienced Customer Success Manager to join our team, working fully remotely from anywhere in the country. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Leela Motors is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Leela Motors, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Build alignment across stakeholders and resolve competing priorities constructively.
- Define and improve processes, standards and ways of working across the team.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Contribute to process and tooling improvements that make support faster and better.
- Track account health and identify opportunities for expansion and advocacy.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Represent the team and the company professionally in internal and external interactions.
- Build strong, trust-based relationships with internal and external stakeholders.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
What we're looking for
4-7 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
MBA / Bachelor's in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Leela Motors, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Regular recognition and appreciation for great work, both publicly and privately.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- earned, casual and sick leave in line with company policy, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
Education
MBA / Bachelor's in Business Administration