Customer Success Manager

Role & responsibilities

Account Onboarding & Engagement: -

• Drive smooth onboarding for new corporate accounts.
• Collaborate with internal teams to ensure timely setup and seamless first experiences.
• Conduct orientation sessions / webinars for participants and L&D stakeholders.
• Ensure platform access, program details, and expectations are clearly communicated.

Client Relationship Management: -

• Build trusted relationships with the corporate partners (L&D, HR, Business Heads).
• Schedule and lead regular Business Reviews; and feedback sessions along with academic

& operations team.

• Proactively identify and address any issues or roadblocks corporate partner face.

Retention and Cross & Upsell: -

• Monitor customer satisfaction and proactively address concerns to avoid churn.
• Drive contract renewals and expand account value by introducing new offerings.
• Work with sales and marketing teams to pitch upgrades, new programs, or services.

Program Performance & Reporting: -

• Track learner participation, engagement, progress, and outcomes.
• Share monthly/quarterly dashboards with corporate partners.
• Highlight ROI through measurable improvements, certifications, or business outcomes.

Internal Collaboration & Process Improvement: -

• Coordinate with internal academic operations, tech and BD teams.
• Suggest improvements in delivery and support processes based on corporate partner

feedback.

• Build all learnings and improvement as case study for other team members to follow.

Qualification and Personal Profile

• MBA from a reputed institute.
• Minimum 4 - 8 years of post-qualification work experience in customer facing roles in

customer success, business development or program coordination.

• Preferably would have worked in executive education or working professional programs

with Universities, EdTech Companies, Test Prep / Assessment Companies.

• Should have cross functional team management skills - Business development,

operations, academic team and student support.

Other Skill and Ability Requirements

• Best Practices in Customer Relationship Management, Adherence and Improvement of

Standard Operating Procedures, Proficient at Microsoft Office.

• Process Orientation, Planning and Organizing Skills, Team Management, Working with

Cross Functional Team, Excellent Verbal, Listening and Written Business Communication

Skills, Multi-Tasking Abilities, Analytical Skills, Stakeholder Management, Problem Solving Skills, Time Management Skills, Attention to Detail, and Result Orientation.