Tesseract Learning
Website:
tesseractlearning.com
Company:
https://www.linkedin.com/company/tesseract-learning
Seniority: Mid-Senior level
Industries: E-learning
Job details:
Job Description
Tesseract Learning is a global digital learning solutions company helping organizations transform the way they learn, perform and grow. Our flagship SaaS Learning Experience Platform (LXP), KREDO, enables organizations to deliver engaging, scalable and measurable learning experiences. As we continue to grow, we are looking for a Customer Success Executive who is passionate about creating exceptional customer experiences, solving problems and helping customers realize the full value of our platform. This role goes beyond customer support. You will become a trusted partner to customers, helping them successfully adopt KREDO, overcome challenges and achieve their business and learning objectives.
About the Role
As a Customer Success Executive, you will own the customer journey from onboarding through adoption and continued success. You will work closely with customers to understand their business goals, enable their teams, resolve challenges and ensure they gain maximum value from the KREDO platform. You will collaborate extensively with Business Development, Product, Engineering, QA and Learning teams to deliver a seamless customer experience. This role is ideal for someone who enjoys learning continuously, solving complex problems, building relationships and working in a dynamic SaaS environment where every day presents new opportunities and challenges.
Job Responsibilities
Job ResponsibilitiesCustomer Onboarding & Enablement
· Lead customer onboarding by understanding business objectives, implementation expectations and success criteria.
· Conduct engaging onboarding sessions, administrator training and user enablement programs.
· Guide customers through platform configuration, best practices and adoption strategies.
· Ensure customers become confident and self-sufficient in using KREDO.
Customer Success & Relationship Management
· Build trusted relationships with customer stakeholders across business and operational teams.
· Understand each customer's learning ecosystem, business priorities and evolving requirements.
· Act as the primary point of contact for assigned customers during onboarding and post go-live support.
· Maintain regular communication to ensure customer satisfaction and continued engagement.
Product Adoption & Learner Engagement
· Drive platform adoption by identifying opportunities to improve learner participation and administrator engagement.
· Recommend platform capabilities that align with customer goals and business outcomes.
· Monitor customer usage patterns and proactively identify adoption risks.
· Share best practices, innovative use cases and success stories that maximize platform value.
Problem Solving & Customer Advocacy
· Investigate customer issues and accurately differentiate between product bugs, configuration challenges, enhancement requests and training needs.
· Coordinate with Product, Engineering and QA teams to drive timely resolution of customer issues.
· Keep customers informed through proactive communication and expectation management.
· Advocate customer feedback internally to continuously improve the KREDO platform and overall customer experience.
Cross-functional Collaboration
· Work closely with Business Development teams to understand customer commitments made during pre-sales.
· Partner with Product and Engineering teams to provide meaningful customer insights.
· Contribute to internal knowledge sharing, process improvements and customer success best practices.
· Support internal initiatives that improve implementation quality and customer satisfaction.
Who We're Looking For
The ideal candidate will demonstrate:
· Excellent verbal, written communication skills.
· Strong presentation and facilitation abilities.
· Analytical thinking with a structured approach to solving problems.
· Confidence in managing customer conversations independently.
· Ability to balance multiple customer priorities simultaneously.
· Curiosity to understand customer challenges beyond the immediate issue.
· A proactive approach to identifying risks before they become problems.
· High levels of accountability, ownership and follow-through.
· Adaptability in a fast-changing SaaS environment.
Skills
· Customer Success or Account Management
· Customer Onboarding & Training
· Stakeholder Management
· Business Communication
· Problem Solving & Root Cause Analysis
· Customer Relationship Management
· SaaS Product Adoption
· Microsoft Office Suite
· CRM tools (preferred)
· Learning Platforms/LMS/LXP experience (preferred)
Education & Qualifications
· Bachelor’s degree in business, management, engineering or a related discipline.
· 3–4 years of experience in Customer Success, Customer Support, or other customer-facing roles.
· Experience in SaaS, EdTech or Learning Technology will be an advantage.
· Experience conducting customer training sessions or product demonstrations is preferred.
Who Will Succeed in This Role
This role is best suited for someone who:
· Takes ownership from problem identification through resolution.
· Enjoys understanding customer business challenges, not just answering questions.
· Learns quickly and embraces new product capabilities.
· Remains calm and professional when handling demanding customer situations.
· Thinks critically before escalating issues.
· Communicates with confidence, empathy and clarity.
· Can prioritise effectively without compromising quality.
· Is receptive to feedback and committed to continuous improvement.
· Thrives in an environment where priorities evolve and every day presents new learning opportunities.
Success in Your First Six Months
By the end of your first six months, you should be able to:
· Independently onboard and manage assigned customers.
· Build trusted relationships with customer stakeholders.
· Deliver engaging customer training sessions with confidence.
· Drive measurable product adoption and learner engagement.
· Resolve customer issues effectively through collaboration with internal teams.
· Become a trusted voice of the customer within Tesseract Learning.
Why Join Tesseract Learning
At Tesseract Learning, Customer Success is more than a support function, it is central to how we build lasting customer partnerships. You'll work with a passionate team, influence product evolution through customer insights, and have the opportunity to grow your career while making a measurable impact on customer success.
Interested candidates can share their profile/resume with us- umabh@tesseractlearning.com
Click on Apply to know more.
