PlanetSpark - Vice President - Customer Success - IIT/IIM/ISB/XLRI

About PlanetSpark :

PlanetSpark is on a mission to build the next generation of confident speakers and creative writers. We are a Series B funded, global company impacting over 13 countries through live 1:1 personalized classes on Public Speaking and Creative Writing through handpicked top 1% teachers. Our kids participate in gripping debates, create viral YouTube videos, start their own podcast channels, perform stand-up comedy, write nail-biting mystery stories, and become confident and fearless speakers.

PlanetSpark is on its journey to becoming the global leader in the large and untapped communication skills segment by 2023. We are backed by some top VCs and are on a 30% month-on-month growth curve. We were featured amongst the fastest growing companies in the world, according to a recent study on the world's fastest-growing startups by GrowJo.

Come, join a passionate team of over 900 young and energetic team members and 1300+ expert teachers on this roller coaster ride to build the most loved brand for kids who will move the world!

Mission Statement :

Build a culture of customer obsession to deliver the world's best customer experience in the edtech

Roles and Responsibilities :

The Vice President of Customer Experience is a person who is obsessed with delivering a wow experience to all our customers across the globe through a product-first approach. The role is a great fit for those who are deep problem solvers and can understand customer pain points.

You need to use first principles thinking and work closely with the product team to come up with customer-centric solutions. You would also be the evangelist of a customer-focused / customer obsession centered culture in the entire organization and of course, in the customer success team.

Your responsibilities include :

1) Customer Onboarding :

- Create a tech-enabled and a smooth customer onboarding process

- Design and deploy tech and manual based feedback collection for initial enrolment phase

- Drive tech-based customer onboarding processes for sales team to ensure genuine promise

2) Customer Engagement :

- Implement the student progress report across thousands of students across the globe

- Ensure regular and timely class progress updates on the PlanetSpark skills framework

- Drive customer engagement on parent dashboard

- Devise tech-based interventions to keep parents engaged on the product

- Deliver 60%+ Customer NPS

3) Customer Retention & Renewals :

- Drive 97.5%+ customer retention on the platform post purchase

- Achieve 60%+ Renewal rate through several interventions

Your KPIs :

Customer NPS : 60%+

Refund Rate : <2.5%

Renewal Rate : >60%

What are We Looking For?

- Must have 10+ years of experience in customer success or product operations in a fast-growing consumer internet startup known for a very strong customer focus

- Very strong customer obsession and focus on delivering a wow experience is a must-have

- A strong mindset and proven experience in coming up with product-based solutions to customer problems

- Proven ability to lead large teams and build a culture of customer

- Strong pedigree from tier-1 institutes such as IIMs / IITs/ ISB/ XLRI would be an added plus

- Prior experience in education or a deep interest in education would be a huge added advantage

- Living in or Relocatable to Gurgaon

What are the behavioral attributes that we are looking for?

- A keen desire to build products for a fast-growing Series B funded startup

- An apparent Founder's mindset i.e. A mindset where the person can own up customer success and shape it independently like a Founder