Customer Success Manager

1 week ago

Andheri West Mumbai Maharashtra, India THE SMART FELLOWSHIP Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Company we are hiring for: A leading new-age education company shaping the future of learning in India.

Vision: To challenge India's outdated education system and replace it with one that empowers critical thinkers, innovators, and problem-solvers—building a future-ready workforce that drives national growth.

The best part about this role: You'll be the "mini-CEO" of flagship courses. This role combines ownership, strategy, and execution—bridging teams across tech, marketing, and content to deliver a seamless student experience. You'll not only drive engagement and ensure high completion rates but also shape the future of the company's learning products.

Location: On-Site (Andheri West, Mumbai) – 6 days a week

Salary Range: ₹8,00,000 – ₹12,00,000 per annum

Meet the Leadership: The company is led by visionary entrepreneurs who believe in first-principle thinking, storytelling, and practical business education. They thrive on challenging the status quo of traditional learning and are building one of India's most impactful education platforms.

You will be responsible for: As Customer Success Manager, you will own the end-to-end operations of a course, ensuring students have an engaging, impactful learning journey. You'll coordinate with multiple teams, oversee curriculum development, and ensure every learner has a high-quality, value-driven experience.

Key Responsibility Areas (KRAs):

1. Student Success & Engagement

  • Ensure students achieve high NPS (>9) and course completion rates.
  • Build engagement strategies (emails, communities, check-ins) to drive participation.
  • Be the primary point of contact for learner queries and resolution.

2. Program Operations & Coordination

  • Act as the bridge between tech, marketing, and content teams.
  • Manage day-to-day operations of assigned courses, ensuring smooth delivery.
  • Track learner progress and design interventions for drop-offs.

3. Product Development & Innovation

  • Identify gaps in existing courses and suggest improvements.
  • Contribute to curriculum design and program enhancements.
  • Explore no-code/tech solutions to improve delivery and learner experience.

4. Marketing & Growth Support

  • Collaborate with marketing to design campaigns for enrollments.
  • Translate learner insights into targeted marketing strategies.
  • Partner with performance marketers to improve acquisition funnels.

Key Performance Indicators (KPIs):

  • Course completion rates & engagement metrics
  • Retention and referral rates
  • Efficiency of program operations (timeliness, smooth delivery)

Who We're Looking For:

  • 4–7 years of experience in program management, customer success, or product management (preferably in edtech/startup).
  • Strong multitasking ability and stakeholder management skills.
  • Comfortable with data, KPIs, and customer insights.
  • Proactive, problem-solver mindset with the ability to work cross-functionally.
  • Exposure to no-code tools, community platforms, and learning management systems is a plus.
  • Bonus: Experience in building or managing online courses from 0–1.

Job Type: Full-time

Pay: ₹800, ₹1,200,000.00 per year

Work Location: In person

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