Senior Customer Success Manager

17 hours ago


Kolkata, West Bengal, India Weekday AI Full time ₹ 9,00,000 - ₹ 12,00,000 per year

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Kolkata

JobType: full-time

We are seeking an experienced and dynamic Senior Customer Success Manager to lead our customer success initiatives, focusing on building and nurturing long-term relationships with our school partners. In this role, you will be responsible for driving customer satisfaction, retention, and growth within the SaaS-based EdTech sector. You will serve as a trusted advisor for our clients, ensuring that our solutions deliver maximum value and directly contribute to improving educational outcomes.

Requirements

Key Responsibilities:

  • Leadership & Team Development:
    • Lead and mentor a team of customer success professionals to achieve high performance and exceed customer satisfaction goals.
    • Foster a culture of customer-first thinking, continuous learning, and proactive engagement.
    • Collaborate cross-functionally with product, sales, and marketing teams to align customer success strategies with business objectives.
  • Customer Success Strategy & Execution:
    • Develop and execute comprehensive customer success plans for strategic accounts, ensuring adoption, value realization, and long-term retention.
    • Identify opportunities for account expansion, upselling, and cross-selling, in collaboration with the sales team.
    • Use data-driven insights to monitor account health and proactively address potential issues.
  • Account Management:
    • Serve as the primary point of contact for key school partnerships, building trust and ensuring a seamless customer journey.
    • Conduct regular check-ins, performance reviews, and success planning meetings with stakeholders.
    • Ensure timely resolution of client concerns and escalate issues when necessary.
  • School Partnership Engagement:
    • Build and maintain strong relationships with school leadership teams, educators, and administrative staff.
    • Understand the unique needs and challenges of each school partner and provide tailored solutions to support their objectives.
    • Organize and lead training sessions, workshops, and webinars to enhance product adoption and impact.
  • SaaS & EdTech Expertise:
    • Leverage deep knowledge of SaaS platforms and EdTech trends to advise clients on best practices.
    • Gather and relay customer feedback to the product team to influence roadmap prioritization.
    • Stay updated on the competitive landscape and emerging technologies in the education sector.

Qualifications & Skills:

  • Bachelor's degree in Business, Education, or a related field; Master's preferred.
  • 5–10 years of experience in customer success, account management, or related roles, preferably in SaaS or EdTech.
  • Proven track record of managing enterprise-level accounts and driving measurable results.
  • Strong leadership skills with experience managing and developing teams.
  • Exceptional communication, negotiation, and relationship-building abilities.
  • Analytical mindset with the ability to interpret data and provide actionable insights.
  • Passion for education and technology, with a commitment to improving learning experiences.


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