Role: Head - Customer Success & Academic Delivery (Inside Business)

Location: Bangalore

Department: Customer Success & Academic Delivery

About Kreedo

At Kreedo, we partner with schools to build joyful and impactful early learning experiences. Our Inside Delivery team ensures schools achieve sustained academic and business success by delivering exceptional implementation, customer success, renewals, and long-term value creation.

About the Role

As the head of the department, you will own the end-to-end success of your customer accounts by integrating academic delivery and customer success outcomes. You will be responsible for driving renewals, revenue growth, customer satisfaction, portfolio profitability, and team performance while leading Training Leads and Customer Success Leads across the Portfolio.

Key Responsibilities

- Lead and manage the Portfolio to achieve academic, customer success, and commercial objectives.

- Drive renewals, retrievals, collections, upsell, and cross-sell performance.

- Ensure high-quality curriculum implementation and customer satisfaction across all accounts.

- Build and coach the team to improve capability and performance.

- Monitor portfolio health and proactively address risks, escalations, and churn indicators.

- Drive customer lifetime value and portfolio profitability.

- Develop strategies to improve customer outcomes and business performance.

- Ensure forecasting accuracy and portfolio governance.

- Build strong relationships with key school stakeholders and strategic customers.

- Partner with internal teams to improve customer experience and operational effectiveness.

- Drive continuous improvement initiatives and scalable best practices.

What Success Looks Like

- Delivers strong renewal, collection, and revenue performance.

- Maintains a highly satisfied and healthy customer portfolio.

- Creates long-term customer partnerships and customer advocates.

- Ensures high standards of academic implementation and learning outcomes.

- Builds strong collaboration between Academic and Customer Success teams.

- Develops future leaders and high-performing teams.

- Uses data and insights to improve portfolio performance.

- Drives sustainable customer lifetime value and portfolio profitability.

- Is viewed by customers as a strategic partner and trusted advisor.

Skills & Experience

- Education: Bachelor's or Master's degree in Business Administration, Education, Management, Commerce, or related disciplines.

- Experience: 10+ years of experience in Customer Success, Academic Operations, Educational Services, Account Management, or Portfolio Management.

- At least 5+ years of experience leading customer-facing teams.

- Experience in the Preschool/K12 (education sector) franchisee business and managing school portfolios is preferred.