Senior Customer Success Manager

3 weeks ago

Kolkata, West Bengal, India Weekday AI Full time
This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Kolkata

JobType: full-time

We are seeking an experienced and dynamic Senior Customer Success Manager to lead our customer success initiatives, focusing on building and nurturing long-term relationships with our school partners. In this role, you will be responsible for driving customer satisfaction, retention, and growth within the SaaS-based EdTech sector. You will serve as a trusted advisor for our clients, ensuring that our solutions deliver maximum value and directly contribute to improving educational outcomes.

Requirements

Key Responsibilities:

- Leadership & Team Development:

- Lead and mentor a team of customer success professionals to achieve high performance and exceed customer satisfaction goals.
- Foster a culture of customer-first thinking, continuous learning, and proactive engagement.
- Collaborate cross-functionally with product, sales, and marketing teams to align customer success strategies with business objectives.

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- Customer Success Strategy & Execution:

- Develop and execute comprehensive customer success plans for strategic accounts, ensuring adoption, value realization, and long-term retention.
- Identify opportunities for account expansion, upselling, and cross-selling, in collaboration with the sales team.
- Use data-driven insights to monitor account health and proactively address potential issues.

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- Account Management:

- Serve as the primary point of contact for key school partnerships, building trust and ensuring a seamless customer journey.
- Conduct regular check-ins, performance reviews, and success planning meetings with stakeholders.
- Ensure timely resolution of client concerns and escalate issues when necessary.

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- School Partnership Engagement:

- Build and maintain strong relationships with school leadership teams, educators, and administrative staff.
- Understand the unique needs and challenges of each school partner and provide tailored solutions to support their objectives.
- Organize and lead training sessions, workshops, and webinars to enhance product adoption and impact.

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- SaaS & EdTech Expertise:

- Leverage deep knowledge of SaaS platforms and EdTech trends to advise clients on best practices.
- Gather and relay customer feedback to the product team to influence roadmap prioritization.
- Stay updated on the competitive landscape and emerging technologies in the education sector.

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Qualifications & Skills:

- Bachelor's degree in Business, Education, or a related field; Master's preferred.
- 5–10 years of experience in customer success, account management, or related roles, preferably in SaaS or EdTech.
- Proven track record of managing enterprise-level accounts and driving measurable results.
- Strong leadership skills with experience managing and developing teams.
- Exceptional communication, negotiation, and relationship-building abilities.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Passion for education and technology, with a commitment to improving learning experiences.

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