Customer Success Lead

Company Profile: Alimento Agro Foods Pvt. Ltd.

About Us

Founded in 2017 by Prateek & Mugdha Bhagchandka, Alimento Agro Foods Pvt. Ltd. is on a mission to redefine the way India eats, creating a moment of delight in every bite. With two powerhouse brands under our umbrella, we’re scaling to become a ₹500+ crore FMCG giant in the next 5 years — with India as our launchpad and the world as our playground.

Our Brands

M.O.M – Meal of the Moment:

• India’s most loved snacking & instant hot meal brand.
• From Poha & Biryani to Red Thai Curry Rice, we deliver home-style comfort with world-class convenience. Our range of better-for-you snacks is topping charts with Roasted flavored makhanas, flavored nuts and trail mixes, Ragi chips and authentic banana chips.
• Trusted across airlines, modern and general retail chains, and quick-commerce — creating millions of moments of delight every month.

Gimi Gimi:

• A bold new-age Korean food brand.
• From fiery ramyun to soulful kimchi flavors, we’re bringing the spirit of Seoul street food to India.
• Positioned to capture the Gen-Z and millennial lifestyle movement.

Our Edge

• World-Class Manufacturing: Fully automated facility in Kota, Rajasthan, with zero human intervention.
• Omnichannel Distribution: Presence across airlines, 30,000 general trade stores, modern trade, e-commerce, and Q-commerce.
• Innovation at Core: Products built from consumer obsession + global benchmarking.
• People First: A culture where talent thrives, ideas win, and ownership is real.

Vision & Ambition

We’re building the next FMCG powerhouse — an Indian brand that stands shoulder to shoulder with Nestlé, Unilever, and Mondelez.

• Growth Target: From a thriving scale-up to a ₹500 crore+ company in the next few years.
• Rooted Play: Expanding our reach into deeper markets along with staying rooted in consumer love.
• Category Creation: Not just participating in trends, but creating them.

Life at Alimento

Joining us means:

• Working directly with visionary founders.
• Being part of a young, driven, high-impact team.
• Getting freedom + responsibility to build.
• Seeing your work reach millions of consumers.

Quick Facts

Founded	2017
Headquarters	Mumbai, India
Manufacturing Hub	Kota, Rajasthan
Brands	M.O.M – Meal of the Moment | Gimi Gimi
First Milestone Target	₹500 Cr FMCG by scaling across India & beyond

The Role: Customer Success Lead

Job Summary

We are looking for a proactive and customer-focused Customer Success Lead (CRM) to serve as the primary point of contact (POC) for our D2C consumers, distributors, and partners. This role requires strong communication skills, a problem-solving mindset, and hands-on experience in managing CRM systems within a D2C environment.

Key Responsibilities

• Act as the primary point of contact (POC) for customers, D2C consumers, and distributors.
• Manage end-to-end customer lifecycle through CRM platforms.
• Handle customer queries, complaints, and escalations with a solution-oriented approach.
• Ensure high customer satisfaction and retention through timely engagement and resolution.
• Coordinate with internal teams (marketing, sales, operations) for seamless issue resolution.
• Analyze customer data and CRM insights to identify trends and improve engagement strategies.
• Develop and maintain customer communication workflows (email, WhatsApp, SMS, etc.).
• Track and report key customer success metrics and CRM performance.
• Support marketing campaigns through CRM execution and audience segmentation.

Key Requirements

• 6+ years of relevant experience in Customer Success / CRM roles, preferably in a D2C business.
• Mandatory: Hands-on experience in managing D2C CRM tools and campaigns.
• Strong verbal and written communication skills.
• Proven ability to resolve customer issues efficiently and handle escalations.
• Data-driven mindset with the ability to interpret CRM metrics.
• Ability to multitask and work in a fast-paced environment.
• Strong stakeholder management skills.

Preferred Skills

• Experience with CRM tools such as Zoho, HubSpot, Salesforce, or similar.
• Familiarity with customer journey mapping and lifecycle marketing.
• Basic understanding of marketing automation and segmentation.

What We’re Looking For

• Customer-first mindset.
• Strong ownership and accountability.
• Problem-solving attitude.
• Collaborative and team-oriented approach.