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Job details:
Job Title: Customer Success Manager
Experience Required: 2-6 years of experience (preferred: onboarding counselling and customer engagement, or success experience in edtech or service-based startup)
Job Module: Remote (6 days working)
Roles & Responsibilities
- Lead and manage a team of 5-7 Customer Success Specialists, ensuring consistent achievement of performance targets and completion of KRA’s.
- Set clear daily and weekly priorities and ensure all customer engagement activities are timely fulfilled.
- Track team performance and customer engagement metrics, identify gaps, and take corrective measures.
- Conduct regular performance reviews, coaching, and feedback sessions to improve the team’s performance.
- Take ownership of customer escalations, ensuring critical issues are resolved promptly and customer satisfaction is maintained.
- Coordinate with Sales, Operations, Content, and Management to resolve bottlenecks and ensure a seamless customer journey.
- Participate in hiring and interview processes for new CSMs and take ownership of their training and development to ensure they become effective quickly.
Skills & Qualifications Required
- 2–6 years of experience in Customer Success, Engagement, Onboarding, Client Servicing, Account Management, or a similar customer-facing role, with at least 1 year of prior team-handling experience. (Preferably from Startup, coaching, consulting, Or Edtech Industry)
- Strong people management skills, with the ability to coach, mentor, and improve team performance.
- Excellent command over communication and presentation
- Strong performance management and problem-solving skills.
- Strong understanding of customer psychology.
- Ability to handle customer escalations calmly and drive issues to resolution.
Anyway, if all this sounds like your cup of tea, then Do APPLY
We look forward to hearing from you !!!
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