Channel Customer Success Manager

2 weeks ago

Bengaluru, Karnataka, India Wayground Full time ₹ 60,00,000 - ₹ 1,50,00,000 per year
Wayground is expanding rapidly across international markets through a strong channel partner ecosystem. As a Channel Customer Success Manager (CCSM), you will own the adoption, engagement, and long-term success of schools and educators who purchase Wayground through our reseller partners. This is not a direct-sales CSM role - your success will come from working through partners, building systems, and ensuring that every school achieves measurable impact using Wayground.You will collaborate closely with partners, internal GTM teams, and product teams to ensure consistent onboarding experiences, strong usage, and high renewal outcomes. What you'll do:
  • Own customer adoption, activation, retention, and overall health for partner-sold schools.
  • Track usage trends, health scores, teacher activity, and premium feature adoption; identify at-risk schools and create usage-improvement plans.
  • Work with partners to ensure smooth onboarding, run trainings/PD sessions, and support school activations.
  • Build repeatable partner-success processes, playbooks, and templates.
  • Run campaigns, webinars, and targeted interventions to drive engagement and usage growth.
  • Share data-driven renewal insights with partners, flag risks early, and support timely renewals.
  • Serve as the escalation point for partner-sold schools and coordinate with Support, Product, and Engineering to resolve issues.
  • Maintain SLAs and drive partner accountability for customer success outcomes.
  • Collaborate internally with Product, GTM, Partner Success, and Partner Managers; provide feedback to strengthen partner capabilities and improve partner-school experience.
Who you are:
  • 2+ years of experience in Customer Success, Channel Success, Account Management, or Partner-facing roles in SaaS, EdTech, or digital products.
  • Outstanding communicator who can influence without authority.
  • Analytical - able to read usage dashboards and turn insights into action.
  • Highly organized with experience managing large account portfolios.
  • Passion for education and improving the teacher/student experience.
  • Self-driven, resourceful, and comfortable in fast-moving, ambiguous environments.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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