Customer Success Manager - Edtech

About Our Client:

Location: Sec 3, Noida

Qualification: Any Graduate/MBA preferred

About the role:

Responsibilities:

• Serve as the primary point of contact post-sale: own onboarding, training, and ongoing relationship management.
• Understand customer goals, workflows, and pain points to deliver tailored solutions that drive adoption and satisfaction.
• Run regular check-ins and quarterly in-person meetings to strengthen engagement and surface risks early.
• Track product usage, NPS, and other health metrics to proactively address issues and improve outcomes.
• Identify and execute upsell, cross-sell, and expansion opportunities, grow recurring revenue through deep account mining.
• Collaborate with Product, Sales, Ops, Finance, and Support to ensure seamless delivery, billing, and SLA adherence.
• Design and implement lead management workflows, reporting dashboards, and outreach integrations for customer success.
• Act as the voice of the customer internally, share insights to guide product improvements and go-to-market strategy.
• Drive automation and efficiency by transitioning mature processes to AI bots, remote agents, or assist tools when appropriate.
• Contribute to a high-performance, low-ego team culture, coach others, share knowledge, and remove roadblocks.

Requirements:

• At least 4+ years of experience in a customer-facing role. Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conversations.
• Preferred experience in the Edtech industry
• Bonus points for past SaaS customer success experiences.
• Bonus points for understanding industry lingos: LQ, sales, outreach strategies, and managing virtual teams.
• Strong written and verbal communication with the ability to run check-in meetings and calls with customers, basic negotiation and objection handling skills, etc.
• High-quality email writing - ability to follow up effectively, summarize meetings/calls, and report updates.
• Strong focus on details and project management, as you will be handling multiple customer accounts.
• Good interpersonal skills and empathy are critical as you will be handling customer relationships and internal team members.
• The ability to deeply understand technical products and their scope and limitations.
• Strong problem-solving skills and finding creative solutions and workarounds when needed. You have to be results and value driven.
• Basic data analysis and data-driven decision-making.

#CSM #customersuccessmanager #edtechjobs #clientretention #SAASjobs