Customer Success Manager

7 days ago


Mumbai, Maharashtra, India The Innovation Story Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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