Role: Customer Success Manager
Industry Type: Education / Training
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
UG: Any Graduate
KEY RESPONSIBILITIES
Client Onboarding & Activation
- Execute smooth, structured onboarding experiences for new clients, ensuring fast time-to-value and rapid product adoption
- Build trust and establish yourself as the go-to strategic partner from day one
Customer Training & Product Advocacy
- Conduct comprehensive product walkthroughs, training sessions, and workshops with end-users, administrators, and leadership teams
Needs Analysis & Strategic Consulting
- Deeply understand each client's business goals, organizational structure, and pain points
- Conduct regular business reviews to identify unmet needs and opportunities for enhanced platform usage
Renewals & Account Growth
- Own the full renewal cycle- contract preparation, negotiation, and execution
- Identify expansion opportunities and drive targeted upsell conversations
Reporting & Business Intelligence
- Prepare and present monthly/quarterly business reviews with actionable insights on platform adoption, ROI, and institutional outcomes
- Track and communicate key success metrics that matter to your clients
- Use data to identify early warning signs and opportunities for intervention
Cross-Functional Collaboration
- Partner seamlessly with Sales, Product, and Support teams to resolve client challenges and ensure continuous satisfaction
- Advocate for client needs in internal forums, inuencing product roadmap decisions
MUST-HAVE REQUIREMENTS
- 3+ years of hands-on experience in client success, account management, customer success, or post-sales roles
- Proven experience managing Indian clients or India-focused accounts (domestic B2B/SaaS focus, NOT international/global account management)
- Strong background in Client onboarding, Product adoption, Account renewals, Upselling
- Excellent communication skills comfortable presenting to C-suite executives and conducting business reviews
- Prociency with CRM tools and data analysis tools (Excel and basic analytics)