Senior Customer Relationship Manager

About the Role

The Senior CRM Operations Manager is a pivotal role responsible for ensuring every customer requisition new or existing — is managed with speed, accuracy, and transparency. You will serve as the primary bridge between our stakeholders and customers, leading the online operations team, managing upsell performance, and coordinating end-to-end customer success workflows across online and offline teams.

This role is based in Hyderabad and relocation is mandatory. Candidates from anywhere in India are encouraged to apply. We are looking for someone who brings strong communication skills, an operational mindset, a customer-first attitude, and the ability to hold multiple stakeholders accountable to timelines and targets.

Key Responsibilities

• Stakeholder Communication & Customer Sucess Updates

Maintain daily communication with stakeholders regarding new property requisitions providing timely status updates and resolving queries proactively.

Track the progress of existing customer requisitions ensure stakeholders are informed of every milestone, delay, or update in real time.

Build and sustain strong stakeholder relationships through consistent, professional, and transparent communication.

Prepare and share daily requisitions status reports with relevant stakeholders and internal leadership.

Escalate blockers and exceptions to management swiftly to prevent requisitions delays.

• Online Operations Team Management

Lead and manage the day-to-day activities of the online operations team, ensuring tasks are prioritised, tracked, and completed on time.

Ensure every customer receives timely and accurate updates on their requisition status through the online team.

Set daily, weekly, and monthly targets for the team and monitor performance against these goals

Conduct regular team check-ins, performance reviews, and one-on-ones to maintain team morale and output quality

Identify training needs and upskill team members to improve customer handling and CRM usage

• Upsell Management & Quarterly Target Achievement

Oversee and drive upsell initiatives within the online operations team, identifying opportunities across the customer Success journey

Track upsell performance against quarterly targets and implement corrective measures when needed

Collaborate with Sales and Product teams to refine upsell strategies, pricing, and service offerings

Implement CRM-based workflows and nudges to prompt timely upsell conversations with customers

Report on upsell metrics to leadership on a weekly and monthly basis, with actionable recommendations

• Stakeholder-Customer Liaison & Timely Updates

Act as the central point of contact between stakeholders and customers, ensuring information flows accurately and without delay

Proactively communicate customer requisition timelines, documentation requirements, and progress updates to customers on behalf of stakeholders

Manage expectations on both sides — stakeholders and customers — to reduce friction and build trust in the platform

Own escalation handling: resolve disputes or miscommunications between stakeholders and customers quickly and professionally

Maintain a CRM-based log of all stakeholder and customer interactions for audit and quality purposes

• End-to-End Customer Success Coordination (Online & Offline)

Coordinate seamlessly between the online and offline operations teams to ensure complete, end-to-end customer requisitions without gaps or handoff failures.

Liaise with stakeholders at each stage of the customer success process to ensure all required inputs, approvals, and documentation are in place

Build and maintain standard operating procedures (SOPs) for the customer success workflow across both channels

Identify bottlenecks in the customer success pipeline and implement process improvements to increase speed and accuracy

Track completion rates, TAT (turnaround times), and other KPIs, reporting findings to senior leadership regularly

What We're Looking For

Required

6+ years