Customer Relation / Customer Success Lead

Legup; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Legup is seeking an experienced Post-Sales Leader to build and guide our Post-Sales / Customer Success function in a fast-growing EdTech environment.

You will manage the Post-Sales team, drive learner engagement, reduce churn, and collaborate with Sales, Marketing, Product and Training to scale programs and maximize customer value.

Based in India (Bangalore/Hyderabad), the role demands strong leadership, strategic thinking and a hands-on approach to optimize onboarding, retention and renewals.

Qualifications

• 2+ years of relevant experience in EdTech, Upskilling, E-learning, SaaS or Customer Success.
• Proven experience leading Post-Sales / Customer Success teams.
• Strong people-management, communication and problem-solving skills.

Responsibilities

• Lead and manage the Post-Sales / Customer Success team.
• Set performance targets and conduct reviews.
• Drive learner engagement and reduce churn.
• Coordinate with Sales, Marketing, Product and Training.
• Own onboarding, activation, and customer journey.
• Track metrics and report MIS to leadership.

Skills

EdTech

Upskilling

E-learning

SaaS

People management

Job description

Company: Legup

Location: Bangalore / Hyderabad

Department: Post-Sales / Customer Success

Experience: 2+ Years

Employment Type: Full-Time

Reporting To: Senior Leadership / Business Head

About the Role

Legup is looking for an experienced Post-Sales Leader to build and lead our Post-Sales / Customer Success function.

The ideal candidate should have strong experience in the *EdTech, Upskilling, or Online Learning industry*, with a proven track record of managing teams, improving customer experience, driving learner engagement and building scalable post-sales processes.

The person will be responsible for ensuring that customers receive maximum value from our programs while driving *retention, renewals, referrals and overall customer satisfaction*.

Key Responsibilities

1. Team Leadership & Development

• Lead, mentor and manage the Post-Sales / Customer Success team.
• Set individual and team performance targets.
• Conduct regular performance reviews and provide actionable feedback.
• Identify skill gaps and conduct structured training and upskilling programs.
• Build a high-performance and customer-centric team culture.

2. Customer Success & Engagement

• Own the complete post-sales customer journey from onboarding to program completion.
• Ensure smooth customer onboarding and activation.
• Develop strategies to improve learner engagement and participation.
• Monitor customer feedback and identify opportunities to improve experience.
• Handle escalations and ensure timely resolution of customer concerns.

3. Retention & Revenue

• Develop strategies to improve customer retention and reduce churn.
• Drive renewals, upgrades, cross-sell and referral opportunities where applicable.
• Identify customer segments with higher churn risk and create intervention plans.
• Work closely with the Sales team to ensure a smooth transition from sales to post-sales.

4. Process & Operations

• Build and implement scalable Post-Sales SOPs and workflows.
• Establish clear processes for onboarding, engagement, escalation and retention.
• Use CRM and customer data to track and improve performance.
• Identify operational gaps and implement process improvements.

5. Performance & Analytics

Track and report key Post-Sales metrics, including:

• Customer retention
• Renewal rate
• Churn
• Customer engagement
• Customer satisfaction / NPS
• Escalation resolution
• Team productivity
• Upsell / cross-sell
• Referral contribution

Prepare regular MIS and business reports for senior leadership.

6. Cross-Functional Collaboration

• Work closely with Sales, Marketing, Product, Operations and Training teams.
• Share customer insights with Product and Business teams.
• Coordinate with Sales to ensure proper handover of customers.
• Contribute to strategic decisions related to customer experience and business growth.

Required Skills & Experience

• 2+ years of relevant experience in *EdTech, Upskilling, E-learning, SaaS or Customer Success*.
• Prior experience managing *Post-Sales / Customer Success teams*.
• Strong people-management and team-building skills.
• Experience in training and upskilling sales/customer-facing executives.
• Strong understanding of customer lifecycle management.
• Good knowledge of retention and churn management.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Strong business acumen and ownership mindset.
• Ability to work in a fast-paced, target-driven environment.