Customer Success Manager - EdTech/eLearning

Customer Success Manager

Industry: Edutech/E-Learning

Functional Area: Customer Success

Role Category: Customer Success

Location: Andheri East, Mumbai

Experience: 5+ years

Desired Profile: Customer Success professionals from Edutech, E-Learning, Educational Foundations, NGO

Our client is a global Edutech company helping each education stakeholder - educators, students, and the Government - reach their learning and developmental goals through multiple products and programs that offer end-to-end learning solutions. The Company is headquartered abroad with additional offices located in India and China. They have 3000+ schools to cater to the needs of English Language development of 70,000+ kids worldwide. Their methodology is to provide a multisensory neuroscience research-based phonics learning system that comes equipped with educational games to teach children many essential skills. They have a curriculum that has been specially adapted for Indian schools and children.

Roles and Responsibilities

- Manage client relationships from the delivery and engagement side in alignment with company program

- Define programs and strategies to engage each segment & drive action spanning across onboarding & engagement through various consumer channels

- Create & Manage the development of the Engagement & Communication Plan

- Ability to strategize and create a roadmap of the customer journey

- Work with different internal and external teams to drive customer engagement

- Provide customer insights for the curriculum and product teams to enhance internal capabilities

- Stay on the constant lookout for growth hacks, new avenues for achieving growth through innovative efforts, projects

- Develop strong relationships and work collaboratively with product teams to invest in long-term opportunities to influence customer lifecycle

- Engage with internal and external (both government and non-government) stakeholders to enhance understanding of program milestones and deliverables

Role Requirements:

- 5+ years of experience as Customer Success Professional in Edutech, Educational Foundation, NGO

- A Master's degree in development studies or related disciplines or an MBA is preferred.

- Strong analytical and quantitative skills with experience in using data and metrics to test theories, confirm assumptions, and measure success

- Ability to work in a fast-paced environment

- Hands-on and ready to roll up sleeves, to dive deep into the business, in a lean organization

- Excellent written and verbal communication skills.

- Ability to simplify complex topics for broad audiences and influence key stakeholders

- Ability to imagine an ambitious future for the program and also understand how to break it into smaller milestones toward delivery

- Experience communicating complex business concepts in verbal and written form.