Customer Success Executive

Job Title: Customer Success Executive

Company: AcadAlly

Location: New Delhi

Experience: 2–4 Years

Employment Type: Full-time | In-office | Day Shift

About AcadAlly

AcadAlly is a fast-growing EdTech company focused on improving learning outcomes through technology-driven, student-centric solutions. Our platform enables schools to drive better academic performance through structured practice, analytics, and meaningful engagement for students, teachers, and parents.

At AcadAlly, customer success is not just support—it is about driving product adoption, engagement, and long-term value for schools.

Role Overview

As a Customer Success Executive, you will be responsible for driving product engagement, adoption, and satisfaction across schools using AcadAlly. You will work closely with educators, school coordinators, and internal product and tech teams to ensure customers understand, adopt, and continuously derive value from the platform.

This role requires hands-on experience with CRM systems, helpdesk tools, and engagement platforms to monitor usage, run communication campaigns, and close the feedback loop.

Key Responsibilities

Customer Engagement & Adoption

Act as the primary point of contact for schools, ensuring strong ongoing engagement with the AcadAlly platform.

Drive product adoption by monitoring usage metrics and proactively engaging inactive or low-usage users.

Onboard new schools and conduct product training sessions for teachers and coordinators.

Guide customers on best practices to improve student participation and learning outcomes.

Product & Support Coordination

Handle customer issues and queries using Helpdesk tools, ensuring timely resolution.

Coordinate with Product, Tech, and Support teams to resolve bugs, feature gaps, or workflow challenges.

Track recurring issues and proactively suggest improvements.

Tools & Platforms (Core Focus)

Manage customer data and interactions using CRM tools (preferably Odoo CRM).

Use Helpdesk platforms (Freshdesk, Odoo Desk, etc.) for ticket tracking and SLA management.

Execute and manage user engagement campaigns via:

MoEngage / similar engagement tools

WhatsApp campaign tools

Email and SMS communication platforms

Segment users based on behaviour and engagement for targeted communication.

Feedback & Reporting

Collect structured feedback from teachers, students, and school leadership.

Share actionable insights with Product and Leadership teams.

Create reports and dashboards to track:

Product adoption

Engagement metrics

Customer health and satisfaction

Renewal readiness

Retention & Growth

Build strong relationships with school stakeholders to drive renewals and expansion opportunities.

Identify upsell or cross-sell opportunities based on usage patterns and school needs.

Requirements

Bachelor’s degree in any discipline.

2–4 years of experience in Customer Success, Account Management, or Product Support (EdTech / SaaS preferred).

Strong understanding of product-led engagement and customer lifecycle management.

Hands-on experience with:

CRM tools (Odoo CRM preferred)

Helpdesk systems

User engagement platforms (MoEngage or similar)

WhatsApp campaign tools

Excellent communication skills in English (mandatory) and Hindi (preferred).

Strong analytical skills with attention to detail.

High empathy, ownership mindset, and customer-first approach.

Nice to Have

Experience working with schools, educators, or academic institutions.

Familiarity with EdTech workflows and school operations.

Experience creating engagement journeys, nudges, and retention campaigns.

What We Offer

Opportunity to work closely with product and leadership teams.

High-impact role in a growing EdTech startup.

Learning-driven, collaborative work culture.

Exposure to modern SaaS tools and product engagement strategies.

Job Type: Full-time

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance

Work Location: In person