About the role
The Customer Success Manager (CSM) is a key link between LEAD and partner schools, ensuring successful implementation and growth of our academic solutions. This role combines relationship management, Operational excellence, and a strong focus on outcomes such as retention, satisfaction, and revenue growth. We are looking for highly competent professionals who understand what it takes to ensure quality education and are excited by the idea of closely partnering with our schools on ground.
ROLES & RESPONSIBILITIES
Customer Success & Engagement
● Build strong relationships with school leaders and teachers to ensure adoption and impact.
● Drive high customer satisfaction (NPS) and ensure timely issue resolution. Retention & Revenue Growth
● Lead school retention and renewals while identifying upsell and cross-sell opportunities.
● Ensure timely fee collections and support schools in boosting admissions. Training & Implementation Support
● Conduct training for teachers and staff to drive effective program use.
● Track implementation quality and coordinate with Academic and Sales teams. Reporting & Campaigns
● Maintain accurate records of school interactions, performance, and collections.
● Execute BTL campaigns and share periodic progress reports.
EXPERIENCE
● 5+ years in customer-facing roles in Ed tech (field sales, account management, or key accounts).
● Experience in collections, upselling, and school relationship management
● Fluent in local language and open to travel to our partnered schools.
● Graduate; MBA/BTech or math background preferred.
COMPETENCIES
● Strong customer orientation and stakeholder management.
● Effective communicator and trainer.
● High ownership, structured, and solutions-driven.
● Tech-savvy and comfortable working in fast-paced environments.