Customer Success Manager

About the Role

The Customer Success Manager (CSM) acts as a vital connector between LEAD Group and its affiliated schools, driving the successful adoption and expansion of educational solutions. This position blends relationship management, operational excellence, and a targeted approach to key outcomes such as client retention, satisfaction scores, and revenue enhancement. Ideal candidates are professionals passionate about advancing quality education and willing to partner directly with school staff on the ground in Guntur, Andhra Pradesh.

Key Responsibilities

• Develop and nurture strong partnerships with school leadership and educators to maximize program adoption and educational impact.
• Enhance customer satisfaction levels by resolving issues promptly and maintaining a high Net Promoter Score (NPS).
• Manage school retention cycles, lead renewal negotiations, and uncover potential upselling and cross-selling opportunities within partner schools.
• Oversee timely collection of fees and aid schools in enrollment growth initiatives.
• Conduct comprehensive training sessions for teachers and staff to ensure effective implementation of academic programs.
• Monitor the quality of program execution and collaborate closely with Academic and Sales departments.
• Document school interactions, maintain performance metrics, and track fee collections accurately.
• Implement below-the-line marketing campaigns and provide regular progress reporting to internal teams.

Candidate Profile and Requirements

• Minimum of five years experience in customer-focused positions within the education technology industry, including roles in field sales, account management, or key accounts.
• Proven experience managing collections, driving upsells, and maintaining strong school relationships.
• Fluency in the local language and willingness to travel to partner schools as required.
• A bachelor's degree is mandatory; additional qualifications such as an MBA, BTech, or strong mathematics background are preferred.
• Excellent communication and training skills, coupled with a strong customer-centric approach.
• Demonstrates high accountability, well-organized work habits, and a solutions-oriented mindset.
• Comfort with technology and adaptability within a dynamic, fast-paced work environment.

Join Our Mission

Be a part of transforming education in India by supporting schools to achieve better academic outcomes through our innovative programs.