Head - Customer Success - EdTech Startup

FIRM: EdTech Startup

LOCATION : Gurgaon

Mission for the Role

You will be working to catalyze the growth from 1 to Infinity. In ensuring that thefirm reaches millions of kids across the world and plays a pivotal role in making education accessible, your role will be vital. Towards this, we aim for our business to grow at a rate of 100% M-O-M.

Scorecard

In the first 1 month, you will :

- Understand our current platform and build confidence by working closely with stakeholders

- Master the input and output metrics that drive our Customer Success (Renewal Rate and Revenue)

- Understanding of sales process by category right from lead generation till renewal

- Understand and set the team up

In the first 3 months, you will :

- Predict renewals for the day / week / month using leading and lagging indicators, on a daily basis

- Understand and set the LTV needed

- Determine annual unit and gross-profit plans by implementing marketing strategies

- Maintain Retention rate through upsell, cross sell, product mix and selling price by keeping current with supply and demand, changing trends, economic indicators and competitors

- Generate reports on the team's input metrics, revenue generated and overall performance

- Plan and track programs that will drive growth and efficiency using existing trends

For the next 1 year and beyond

- Plan and budget to ensure achievement of divisional and personal target, aligning with company sales policies and strategies

- Ensure targets are delivered through people management, performance review, reward and recognition

- Customer Success/Business Success and hence play a vital role in the leadership team in strategising products and services

Requirements :

- Total 7 to 10 years of experience, preferably in Product first startup in the Customer Success role in B2C industry

- Demonstrated ability to build and scale processes, especially for a startup

- MBA from Tier 1 institute

- 5+ years in leadership experience in managing teams

- Analytical bend and strong decision making ability

- Hunger for growth

- Excellent verbal communication skills in English and Hindi