Customer Success Executive

Job Description Role: Customer Success Associate Location: Mumbai | Full-time | On-site (Andheri West) Apply by cold-emailing: [Confidential Information] Tell us why you want this role and why you're the person we should bet on. About Us Mentoria is a career discovery and mentorship platform that's on a mission to transform India into a happier, more productive, and purpose-driven nation. We help students (Class 812 & college), professionals, and parents discover the right career paths through: - Psychometric assessments - Career counselling by trained experts - 1:1 mentorship with industry professionals - A lifetime ecosystem of career guidance But that's not all. We've also built India's first Parenting Wellbeing SaaS Platform for corporates, helping 220+ organisations like ITC, Aditya Birla, Glenmark, Axis Bank, L&T and more transform employee engagement by supporting their employees as parents. We offer a complete suite of solutions to our corporate partners, including: - Career guidance & mentorship for employees children - Parenting diagnostic surveys - Parenting workshops & webinars - Digital parenting communities - Dashboards and impact reports And now, we're looking for someone exceptional to ensure every corporate partner and customer gets a world-class experience. What You'll Do Client Onboarding & Execution: - Onboard new corporate partners, align on program scope and delivery timelines - Schedule and manage all services promised: counselling sessions, webinars, workshops, diagnostics, etc. - Brief counsellors, speakers, and clients to ensure high-quality sessions - Coordinate with internal teams (product, tech, content, counsellors, mentors) to ensure timely delivery Customer & Counsellor Coordination: - Match customers with the right counsellors/mentors based on their needs - Manage counsellor schedules, session allocation, and preparation - Resolve challenges before, during, and after each session for customers and counsellors - Brief all stakeholders on what to expect, what success looks like, and how to maximise value Customer Happiness & Brand Building: - Conduct feedback calls, collect reviews, and gather video testimonials - Handle grievances and complaints with empathy, speed, and solutions - Reconnect with past customers to identify additional support needs and map their career journey - Help in up-selling and cross-selling relevant Mentoria offerings where needed - Support the corporate sales and partnerships teams with ongoing client engagement Reporting & Process Excellence: - Create dashboards and reports for internal and external stakeholders - Track engagement, attendance, satisfaction, and retention metrics - Build processes that reduce friction and elevate user experience - Bring feedback from clients and users into product, ops, and content teams Who We're Looking For - 6 months to 2 years of experience in customer success, operations, or B2B client servicing - You've worked in fast-paced, outcome-driven environments - You're comfortable handling multiple stakeholders and tight timelines - You love Excel, dashboards, data, and clean workflows - You're a great communicator warm, clear, and solution-oriented - You thrive on delighting customers and turning them into brand ambassadors - You've got the maturity to handle tough conversations with grace and urgency - You're deeply excited about improving lives through education, careers, and family wellbeing How to Apply Skip the boring CVs. Send a cold email to [HIDDEN TEXT] Subject:B2B Operations & Customer Success Mentoria Include: - Why you want this role - One moment you created delight for a client or user - What excites you most about Mentoria's mission