Customer Success Executive

4 days ago

Mumbai Maharashtra, India THE SMART FELLOWSHIP Full time

**Our Client has appointed us to identify and hire a Customer Success Specialist**

**Short description of company**:This is a freemium learning platform that provides top 1% curated content, certified micro-skill courses, paid learning opportunities, placement support, and flexible learning options through WhatsApp.

**Company’s Vision**: To make learning **accessible, affordable, and engaging** for millions globally by transforming scattered internet content into goal-driven, AI-powered courses. Empowering learners to achieve career outcomes through cutting-edge, AI-driven education.

**Meet your Manager**: Our founders bring deep expertise in product development and ed-tech innovation. One is a TEDx speaker passionate about disrupting traditional learning, while the other focuses on scalable AI solutions, driving our mission to build an AI-first company that empowers learners to achieve meaningful career outcomes.

**Location**: WFO (Mumbai, Maharashtra)

**Salary Range: INR 4 LPA to 6 LPA**

**The best part about this role**:

- You’ll take ownership of the entire learner journey, making a tangible impact on student outcomes.
- As the voice of the brand, you’ll build meaningful relationships with learners and drive customer satisfaction, all while being part of a mission-driven team recognized as a Top 20 AI Startup by Google.
- If you’re selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that’s helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.

**You will be responsible for these Key Responsibility Areas (KRAs)**:

- **Learner Journey Management**:Own the entire user lifecycle, from onboarding to ongoing support, ensuring a seamless and rewarding learning experience that prioritizes seriousness and intent.
- **Performance Excellence**:Meet and exceed key metrics, including user satisfaction, response times, and resolution rates, consistently raising the bar for service quality.
- **Relationship Building**:Go beyond basic support to build deep, meaningful relationships with learners, fostering long-term loyalty and brand advocacy.
- **Career Success Support**: Assist learners in achieving their career goals through personalized guidance, insights, and proactive support, becoming a trusted advisor in their professional journey.

**Your Key Performance Indicators (KPIs)**:

- Learner satisfaction and retention rates.
- Response time and resolution rates for learner queries.
- NPS (Net Promoter Score) and positive learner feedback.
- Recommendation rates and repeat engagement metrics.

**Who We’re Looking For**:

- **1-2 years** of experience in customer success, or a similar customer-facing role.
- **Strong communication and interpersonal skills**, with the ability to handle high-intent conversations.
- **Proficiency in MS Excel and CRM tools**.
- **Detail-oriented mindset** with a passion for helping others succeed and a proactive approach to problem-solving.

A serious, **solution-focused attitude** with a commitment to delivering outstanding user experiences.

Pay: ₹400,000.00 - ₹600,000.00 per year

Application Question(s):

- Notice Period
- Current CTC?
- Expected CTC?

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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