Website:
aceacademy.com
Job details:
About the Role
We’re looking for an Assistant Manager, Customer Success to own the parent-and-student relationship from onboarding through renewal. This is a retention-first, commercially-minded role: you’ll be the trusted point of contact for a portfolio of families, responsible for keeping students engaged, parents confident, and renewals flowing. Success is measured not by activity but by outcomes — attendance, learning progress, refund prevention, and a renewal rate as per industry standards
The ideal person sits at the intersection of customer care and sales. You genuinely enjoy building relationships with parents, you’re comfortable having commercial conversations about renewals and packages, and you treat every family’s lifetime value as your personal responsibility.
Key Responsibilities
Own the renewal (primary mandate)
- Take end-to-end ownership of the renewal process for your assigned portfolio of families — from early-stage nurturing to closing the renewal before expiry.
- Consistently achieve good renewal rate as per industry standards
- Proactively identify at-risk families ahead of renewal dates and run save / win-back plays.
- Position packages, add-ons, and upgrades that match each student’s learning journey.
Manage parent relationships & queries
- Serve as the primary point of contact for parents, resolving queries around scheduling, tutors, curriculum, billing, and progress promptly and empathetically.
- Build trust through proactive, regular communication rather than reactive support.
Drive engagement — attendance & homework
- Track student attendance and homework completion across your portfolio; flag drop-offs early.
- Intervene when engagement dips, coordinating with tutors and operations to get students back on track — because engagement is the leading indicator of renewal.
Prevent refunds & reduce churn
- Own refund prevention: identify dissatisfaction early, understand the root cause, and resolve it before a parent requests a refund.
- Negotiate and de-escalate constructively, balancing parent satisfaction with business retention.
Nurture for long-term LTV
- Build long-term relationships that extend customer lifetime value — guiding families across levels and years, not just the current package.
- Deliver a consistently delightful experience that turns parents into advocates and referral sources.
Own the customer lifecycle
- Manage the full customer journey — onboarding, activation, ongoing engagement, renewal, and expansion.
- Monitor account-health signals across the lifecycle and act on them proactively.
- Maintain accurate records of interactions, renewal status, and account health in the CRM.
- Collaborate with Sales, Tutor Operations, Product, and Support to remove barriers and improve the parent experience; surface recurring feedback to the relevant teams.
Requirements
Must-have
- 1-3 years of experience in Customer Success, Account Management, Renewals, or Sales - ideally in edtech, online tutoring, or a B2C subscription business.
- Proven track record in sales and renewals — you’ve personally owned retention / renewal targets and hit them.
- Strong relationship-building and communication skills, with the ability to build trust with parents.
- Commercial acumen — comfortable with renewal conversations, negotiation, and objection handling.
- Data-comfortable: able to track attendance / engagement metrics and act on account-health signals.
- Empathy and patience in handling parent concerns, escalations, and refund situations.
- Advanced proficiency in Excel, with strong numerical aptitude and the ability to analyze, interpret, and derive meaningful insights from data.
Good-to-have
- Experience managing a high-volume B2C portfolio (many accounts at once).
- Background in education, tutoring, or working with parents and children.
- Experience with customer success / engagement tooling.
What Success Looks Like (First 6 Months)
- Consistently maintaining renewal rate as per industry standards.
- Measurable reduction in refund requests and churn.
- High parent satisfaction (CSAT / NPS) and improved student attendance and homework-completion rates.
- Growing lifetime value across your book of families through renewals and appropriate upgrades.
Click on Apply to know more.
