Customer Success Manager

2 days ago

Ludhiana, India TechMutant Software Solutions LLP Full time

We're Hiring: Customer Success Manager

Location: Ludhiana

About EDU - Powered by Techmutant Software Solutions LLP

At EDU, we are on a mission to redefine how schools, colleges, and universities run with our AI-powered ERP solutions. From streamlining administration to enhancing learning experiences, we empower institutions to operate smarter, faster, and better.

We are looking for a dynamic and accountable Team Lead to manage our Customer Success department. This role requires someone who can get work done through others, drive accountability, and ensure a seamless client experience. The Team Lead will act as the single point of contact between the Head of Department and the CSE team, responsible for managing KPIs, performance standards, and end-to-end client satisfaction.

What You'll Do

  • Lead, mentor, and manage the Customer Success Executive (CSE) team.
  • Allocate and monitor client tickets/requests, ensuring timely closure.
  • Track KPIs (First Response Time, Resolution Time, Accuracy, CSAT, etc.) and enforce accountability.
  • Handle escalations and ensure no client request goes unresolved.
  • Enforce SOPs, documentation standards, and professional communication.
  • Personally step in for high-priority or escalated client issues.
  • Report team performance and client satisfaction updates to management.
  • Coach and develop the team to improve product knowledge and communication.

What We're Looking For

  • 1–3 years of experience in Customer Success/ERP/SaaS support.
  • 1 year of leadership/team handling experience.
  • Excellent English communication (spoken & written) – mandatory.
  • Strong leadership, delegation, and performance management skills.
  • Ability to manage KPIs and ensure team accountability.
  • Analytical, problem-solving, and escalation-handling abilities.
  • Bachelor's degree in Business, IT, or related field.

What's in it for you?

  • Lead a high-performing team in a fast-growing SaaS company.
  • Career growth opportunities in leadership and management.
  • Exposure to cutting-edge AI-powered ERP solutions in education.
  • Collaborative and fast-paced work environment.

Be the one who drives customer success at EDU.
Your journey to leadership starts here

Interested? Let's Talk

Email:

Call:

Job Types: Full-time, Permanent

Pay: ₹204, ₹420,000.00 per year

Benefits:

  • Cell phone reimbursement
  • Internet reimbursement

Experience:

  • Leadership: 1 year (Preferred)

Language:

  • English (Required)

Willingness to travel:

  • 75% (Preferred)

Work Location: In person

Speak with the employer

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