Customer Success Manager

Role Summary:

sales, product, and retention

Key Responsibilities:

• Own

  post-sales relationship

  with therapists, centres, and institutional clients (schools, CSR, DEICs).
• Lead

  onboarding & training

  for therapists and parents — ensure smooth product adoption.
• Track

  usage analytics

  , measure impact, and proactively address churn risks.
• Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.
• Drive

  renewals, upsells, and referrals

  , maintaining a strong LTV/CAC ratio.
• Build therapist “ambassador” programs for micro-distribution.
• Support in drafting case studies and success stories for marketing & CSR visibility.
• Conduct periodic

  customer health reviews

  with dashboards (usage, satisfaction, feedback).

Profile Requirements:

• 5–8 years in

  Customer Success & Pre Sales

  in SaaS, EdTech, or HealthTech.
• Excellent stakeholder management across

  B2B (centres/schools) and B2C (parents)

  .
• Understanding of early intervention, therapy, or special education ecosystem preferred.
• Strong analytical mindset — ability to read data and act on insights.
• Empathetic communicator — able to handle emotionally sensitive parent interactions.

KPIs:

• Retention Rate (>85%)
• NPS improvement quarter-over-quarter
• Upsell / referral conversions
• Active usage per therapist/centre