Customer Success Manager, Retail & QSR Brands

Wooqer · Bangalore urban, India

About the Role:

Wooqer is hiring a Customer Success Manager to own a portfolio of growing retail, QSR, and fashion brands across India and the Middle East, many of them founder-led. You'll work directly with founders and entrepreneurs as they scale from a handful of stores to multi-city, multi market chains, helping them build the operational discipline that scale demands. This role is ideal for someone with hands-on retail operations experience who wants to move from running stores to helping founders run theirs better.

What You'll Do:

• Help founders establish operational discipline, SOP compliance, and audit rhythm across their existing stores

• Support smooth go-lives as clients open new stores, cities, and markets, keeping process adoption consistent as the network grows

• Use data to serve your customers better: reading what store-level activity is telling you, spotting where execution is slipping, and turning that into specific actions the client can take

• Move the conversation beyond "are stores compliant" to "how do we use this data to run the business better," surfacing insights on store performance, audit readiness, and operational efficiency

• Spot unsuccessful customers early and turn them around, so growth in store count is matched by growth in platform value delivered

What You'll Own:

• A portfolio of founder-led and growing retail/QSR/fashion brands across India and the Middle East, driving retention, adoption, and account health

• Early identification of unsuccessful customers, and building the plan to get them back on track

• Regular on-ground business reviews with founders and their ops teams: store walkthroughs, working sessions, and monthly reviews that connect platform usage to compliance, audit readiness, store performance, and readiness to scale

• Smooth go-lives for new stores and processes as clients open new locations, in partnership with onboarding and implementation teams

• Demonstrating tangible value to every customer, making the operational impact of Wooqer visible and quantifiable, so clients renew, expand, and invest at the level the platform is worth to their business

• Hiring and training one CSM into your team, and developing them to independently manage part of the portfolio as it grows

• Direct relationships with founders and entrepreneurs, backed by firsthand operational credibility. You've run stores; now you help them run theirs better

What Gets You Here:

• 3 to 7 years in retail operations in a multi-store field role

• You've been accountable for execution across stores you don't personally stand in every day, so you know why process adoption slips, what it costs the business when it does, and how to get store teams to actually follow through

• Experience running store audits, enforcing SOP compliance, or reviewing store performance, plus the judgement to tell a real operational problem from a reporting one

• Comfortable reading data and turning it into a conversation a founder can act on

• Strong communication skills, including presenting to business leaders

• Prior exposure to a retail-tech or SaaS platform (as user or admin) is a plus

• Comfortable working across time zones and cultural contexts spanning India and the Gulf

• Based in or open to relocating to Bengaluru, with occasional client travel across India and the Middle East

Why This Matters:

• You won't be reporting into a large enterprise account structure. You'll be a trusted operator to someone building their business from the ground up

• Your field experience isn't just a qualification, it's the shared language you'll use to earn founder trust fast

• Every account you touch is a growth story, and you're part of writing it