Senior Manager and Lead - Customer Success

About Treebo

Treebo is India’s most loved brand and one of the largest chains in the budget segment of hospitality. With a presence across 100+ cities and 850+ hotels, we are redefining the experience of budget travel with a focus on quality, hygiene, and customer satisfaction. Our industry-first 100% Quality Guarantee sets the standard for reliability in travel. As a Great Place to Work™ certified organization, we believe in building a culture rooted in our core values – Ownership, Learning, Humility, and Customer Obsession. If you're driven, passionate, and looking to build a long-term career in a high-growth environment, Treebo is the place for you.

About The Role

As a Team Lead – Customer Success, you will be responsible for managing a team of Customer Success Executives while also owning key accounts directly. You’ll play a dual role—ensuring your team meets performance benchmarks, while driving account growth and customer satisfaction in your own portfolio. This role is crucial to building strong, strategic client relationships and maximizing Treebo’s share of wallet through retention, upselling, and account farming.

Key Responsibilities
• Manage, mentor, and motivate a team of Customer Success Executives to achieve account-level targets and deliver outstanding customer experience.
• Own a set of high-value corporate accounts and drive deep relationships to maximize account retention and revenue growth.
• Strategically farm existing accounts to uncover upsell and cross-sell opportunities.
• Conduct regular performance reviews and provide guidance, training, and coaching to the team.
• Liaise with internal teams (sales, operations, product) to ensure seamless delivery and resolution of customer issues.
• Build and maintain strong client relationships by understanding their business needs and aligning Treebo’s services accordingly.
• Take ownership of key metrics such as NPS, retention, share of wallet, and revenue per account.
• Ensure timely communication of central initiatives, service updates, and account health reports to clients.
• Use data and CRM tools to track account performance, forecast revenue, and identify risk/churn signals.

Who We’re Looking For
• 3–5 years of total experience with at least 1–2 years in a people leadership or mentoring capacity.
• Excellent communication and interpersonal skills with the ability to manage client relationships at all levels.
• Proven ability to lead a target-driven team and consistently exceed account growth and satisfaction goals.
• Strong analytical, problem-solving, and negotiation skills.
• Self-starter with high ownership and the ability to thrive in a fast-paced, dynamic environment.
• Proficiency in tools like Excel, Google Sheets, and CRM software.
• Graduate in Business Administration or any related field. MBA is a plus. Read more