Position Overview:

- For Cuemath Customer Success is vital and we believe that our consumers (Students) & customers (Parents) must receive massive value from our products.

- This role includes responsibilities for Customer Success activities, onboarding, support, services, adoption, advocacy, retention and outcomes, renewals & up-sell.

- This position directly reports to the Business Vertical Head

Responsibilities:

- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-selling and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

- Define and Optimize Customer Lifecycle

- Map customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry

- Manage Customer Success Activities

- Measure Effectiveness of Customer Success

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team, company and board

- Encourage continuous learning within team

- Enhance Effectiveness and Efficiency Through Technology

- Inspire Customer Success Across Company

- Create company-wide culture of Customer Success

- Create company-wide customer feedback

Required Skills :

- Ability to manage influence through persuasion, negotiation, and consensus-building

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

Experience: 7-10 Years of experience in leading customer-facing organizations

Education:Bachelor of Technology / MBA or equivalent degree from premier institute

Job Location: Bangalore

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