Customer Success Manager
16 hours ago
Hospitality → Premium Client Management Career Shift | Founder-Led Firm | Work From HomeLocation: Remote (India)Experience: 3–10 years in luxury hospitalityType: Full-timeAbout This Role (PLEASE READ BEFORE APPLYING)This role is specifically designed for professionals from luxury hotels / premium hospitality who want to transition into a stable, work-from-home, long-term client relationship career.If you’ve worked in Taj, Oberoi, ITC, Marriott, Hyatt, Leela, Ananda, Vana, Soho House, or similar high-touch environments — this will feel like a natural next step.If you come from BPO, back-office ops, generic coordination, or low-touch customer service, please do not apply.This role requires instincts that only premium hospitality develops.About Beacon HouseBeacon House is India’s only founder-led, Former Admissions Officer (FAO)-powered boutique global admissions firm.We work with a select cohort of families each year, offering deeply personalized, high-touch guidance for students applying to the world’s top universities.This is not an edtech ops role — this is premium client experience at the highest standard.Why Hospitality Professionals Excel HereIf you have spent years:- handling VIP guests- anticipating needs before they are expressed- crafting warm, thoughtful communication- managing escalations with grace- coordinating across teams- operating with polish, patience, and presence…then you already have 80% of what this role needs.We’ll teach you the education domain — the instincts must come from you.What You’ll Get (Your Lifestyle Changes)- 100% Work From Home- Predictable hours (no night shifts, no split shifts)- No standing 8–10 hours- No rosters, no festival duty- Work with a specific set of families long-term (not transient guests)- High-respect, thoughtful, mission-driven families- A calm, founder-led culture that values warmth + excellenceYour Responsibilities1. Own the Relationship with Families- Be the primary point of contact for parents & students- Build trust, warmth, and long-term rapport- Ensure every family feels supported, remembered, and cared for2. Deliver a Premium, Proactive Experience- Send structured WhatsApp updates- Anticipate concerns before they arise- Pre-emptively communicate next steps- Handle escalations with emotional intelligence3. Manage the Student Journey- Track deadlines- Coordinate with Graduate Coaches and Former Admissions Officers- Prepare weekly updates & action plans4. Maintain Zero-Friction Operations- Scheduling- Meeting notes- Internal tracking (Google Sheets / Notion)- Keeping parents, students, GC, and FAO alignedWho Should ApplyYou have:- 3–10 years in luxury hospitality (Front Office, Guest Relations, Duty Manager, FOM, CRM, Wellness Hospitality, Concierge)- Exceptional spoken & written English- A warm, calm, polished service style- Ability to manage multiple VIP clients without chaos- High emotional intelligence- A proactive, anticipatory mindset- Desire to shift from hotel shifts → stable WFH careerBonus if you’ve worked in:Taj | Oberoi | ITC | Marriott | Hyatt | Ananda | Vana | Leela | Four Seasons | Roseate | Trident | Soho House.Who Should NOT ApplyTo keep the quality bar high, please do not apply if you have experience ONLY in:- BPO / call centers- Back-office operations- Basic coordination roles- Sales / tele-sales- Edtech support- Generic admin/EA roles- This role requires high-end service instincts, not process-driven ops.
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