AVP Customer Success

About TalentGum TalentGum is one of India’s fastest-growing online learning platforms for extracurricular activities for children aged 5–14 years. We offer world-class programs across music, dance, chess, speech, and more—delivered by expert instructors through live online classes. Our vision is to make extracurricular learning accessible, engaging, and outcome-driven for every child globally. As we scale, we are looking for a Head of Customer Success & Operations who will own the entire customer journey and operational engine of the company. Role Overview The Head of CS & Operations will lead and scale all parts of Customer Success, Class Operations, Teacher Operations, Quality, and Scheduling at TalentGum. The ideal candidate is both analytical and operational , capable of building systems, solving complex problems, and delivering a delightful experience to thousands of students and parents each week. This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine. Key Responsibilities : 1. Customer Success Leadership: • Reduce churn and improve NPS through structured CS processes • Drive customer resolutions, manage escalations, and ensure SLA adherence • Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns 2. Operations Excellence : • Oversee class scheduling, teacher coordination, and delivery quality across all programs • Build and improve SOPs across CS, Operations, Scheduling, and Quality teams • Reduce operational errors, class misses, and inefficiencies to create seamless learning experiences • Ensure high adherence to class timelines, teacher performance, and student progress. 3. System & Process Design : • Build automation-first operations using CRM, automation tools, scheduling systems, and dashboards • Work with product & tech teams to design scalable systems for CS + Ops • Introduce workflow automation to reduce manual effort and operational dependencies 4. Data, Metrics & Number Ownership : • Own operational and business metrics: retention, renewal, utilization, cost per class, teacher availability, SLA compliance • Build weekly/monthly performance reports for leadership • Use data to identify bottlenecks, optimize cost structures, and increase margins • Implement forecasting models for demand, teacher capacity, class load, and renewal cycles 5. Team Building & Leadership : • Lead a multi-tier team across CS, Ops, Quality, and Scheduling • Build a culture of accountability, customer obsession, and data-driven decision-making • Set KPIs, training frameworks, performance structures, and growth paths for team members What You Bring : 1. Analytical & Business Acumen : • Strong number-crunching ability with experience in forecasting, dashboards, and metrics • Deep understanding of business levers like LTV, churn, margins, CAC payback, and utilization 2. Systems Thinking : • Ability to design processes and systems from scratch • Comfort with automation tools, CRMs, scheduling systems, and integrations 3. Customer & Ops Expertise : • 6–12+ years of experience in Customer Success/Operations in consumer-tech or ed-tech • Proven ability to manage large-scale operations and high-volume customer interactions • Experience reducing churn, improving NPS, and scaling CS/Ops teams 4. Leadership & Ownership : • Strong leadership presence with the ability to manage diverse teams • High ownership, bias for action, and willingness to work in fast-paced, evolving environments • Excellent communication, clarity, and problem-solving skills Why Join TalentGum? • Work with the founder on core business strategy • Lead high-impact teams that directly influence customer experience and growth • Build systems and structures from ground up • Scale a global ed-tech brand shaping the future of extracurricular learning • Fast-paced, entrepreneurial culture with rapid career growth