Customer Success Manager

As a Customer Success Manager at EDU, powered by Techmutant Software Solutions LLP, you will play a crucial role in managing the Customer Success department. Your responsibilities will include leading, mentoring, and managing the Customer Success Executive (CSE) team. You will allocate and monitor client tickets/requests, track KPIs, handle escalations, enforce SOPs, and ensure a seamless client experience. Additionally, you will report team performance and client satisfaction updates to management, coach and develop the team, and step in for high-priority or escalated client issues. Key Responsibilities: - Lead, mentor, and manage the Customer Success Executive (CSE) team. - Allocate and monitor client tickets/requests to ensure timely closure. - Track KPIs (First Response Time, Resolution Time, Accuracy, CSAT, etc.) and enforce team accountability. - Handle escalations and ensure no client request goes unresolved. - Enforce SOPs, documentation standards, and professional communication. - Personally step in for high-priority or escalated client issues. - Report team performance and client satisfaction updates to management. - Coach and develop the team to improve product knowledge and communication. Qualifications Required: - 3+ years of experience in Customer Success/ERP/SaaS support. - 1 year of leadership/team handling experience. - Excellent English communication skills (spoken & written) mandatory. - Strong leadership, delegation, and performance management skills. - Ability to manage KPIs and ensure team accountability. - Analytical, problem-solving, and escalation-handling abilities. - Bachelor's degree in Business, IT, or related field. In this role, you will have the opportunity to lead a high-performing team in a fast-growing SaaS company. You can expect career growth opportunities in leadership and management, exposure to cutting-edge AI-powered ERP solutions in education, and a collaborative, fast-paced work environment. If you are ready to drive customer success at EDU and embark on your journey to leadership, we invite you to reach out to us: Email: hr@techmutant.com Call: +91 78888 56639 Job Types: Full-time, Permanent Benefits: - Cell phone reimbursement - Internet reimbursement Experience: - Leadership: 1 year (Preferred) Language: - English (Required) Willingness to travel: - 75% (Preferred) Work Location: In person Join us at EDU and be part of our mission to redefine how educational institutions operate with AI-powered solutions. Your leadership role awaits!,