Customer Success Manager

About us:

KREDO

Key Responsibilities:

Client Relationship Management & Guidance

·    Act as the trusted advisor and primary point of contact for assigned clients.

·    Build and maintain strong relationships with key client stakeholders at all levels.

·    Ensure customer satisfaction and long-term retention.

Onboarding, Training & Implementation

·    Lead structured onboarding programs to ensure clients are fully prepared.

·    Deliver custom training sessions, webinars, workshops enabling smooth adoption of KREDO.

·    Provide guidance and support throughout the implementation phase.

Enablement, Engagement & Adoption

·    Partner with clients to define success metrics and track ROI.

·    Develop engagement plans to drive product adoption and learner participation.

·    Monitor usage patterns, identify risks, and proactively recommend solutions.

Support & Escalation Management

·    Identify, resolve customer issues, differentiating between bugs, functionalities, enhancements.

·    Collaborate with product and technical teams to ensure timely issue resolution.

·    Provide regular updates and insights to both clients and internal stakeholders.

Upskilling & Continuous Enablement

·    Conduct retraining and enablement sessions post go-live.

·    Share best practices, success stories, and innovative use cases to maximize value.

·    Create learning resources based on implementation contingencies.

Strategic Partnership & Growth

·    Collaborate with Business Development and Sales to identify upsell and cross-sell opportunities.

·    Advocate for customers’ needs internally and influence the product roadmap.

·    Contribute to customer retention and account expansion strategies.

Skills & Competencies:

1.    Excellent verbal and written communication skills:

·      This includes versatile writing and seamless conversation with native American speakers, native English speakers and English speakers from the APAC and ME regions.

2.    Strong analytical, problem-solving, and stakeholder management abilities.

3.    Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and CRM tools (e.g., Zoho).

4.    Ability to manage multiple clients and priorities simultaneously.

5.    Self-motivated, adaptable, and proactive with a customer-first mindset.

6.    Receptive to coaching, feedback, and continuous improvement.

Education& Experience:

·      Bachelor’s degree in Business, Engineering, Management, or a related field.

·      2-5 years of experience in Customer Success, Account Management, or client-facing roles (SaaS/EdTech preferred).

·      Strong presentation and interpersonal skills.

·      Demonstrated ability to drive adoption and customer satisfaction.

Essentials for Success:

·      Commitment to delivering quality outcomes and customer value.

·      Positive, intuitive, and solution-oriented approach.

·      Team player with a collaborative mindset.

·      Quick learner with the ability to adapt to dynamic situations.

·      Punctual, dependable, and accountable.

Other Details:

Location

Employment Type

Probation

Leave Policy

Critical