Customer Success Manager
5 days ago
Role & responsibilities
Parent & Student Engagement - Act as the primary point of contact for enrolled parents and students. - Build strong relationships, ensuring a smooth onboarding and ongoing learning journey. - Address queries, concerns, and escalations with empathy and efficiency.
Program Success & Retention - Drive student retention by ensuring high engagement and satisfaction. - Track learning outcomes and provide proactive feedback to parents. -
Collaborate with faculty/mentors to align student progress with program goals.
Operations & Process Excellence - Oversee student scheduling, class coordination, and session attendance. - Maintain accurate data and workflows on CRM tools. - Implement parent communication touchpoints (reports, feedback sessions, reviews).
Cross-Functional Collaboration - Work closely with the Sales, and Academics teams to ensure seamless handover and service delivery. - Support events such as bootcamps, competitions, and showcases.
Performance Tracking & Reporting - Monitor key customer success metrics (NPS, retention, conversion). - Share insights and recommendations to improve parent/student experience
Preferred candidate profile
Excellent communication and relationship management skills (English & Hindi required). - Strong organizational and multitasking abilities.
Problem-solving mindset with a customer-first approach.
Comfort with CRM tools, Google Workspace, and digital communication platforms (Zoom, WhatsApp, etc.).
Ability to work in a fast-paced, education-focused environment.
Bachelors degree (MBA preferred but not mandatory).
6–8 years of experience in Customer Success, Operations, or Account Management roles.
Prior experience in EdTech, Education Services, or B2C service organizations preferred.
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