Customer Success Associate

Interview Kickstart; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Interview Kickstart is seeking an Associate, Customer Success to be the primary post-enrollment contact for learners, onboarding them and driving engagement to ensure program completion. You will handle onboarding calls, track progress, and support learners through the lifecycle.

This customer-facing role requires excellent communication, empathy, and an ownership mindset, with collaboration across operations, mentors, career coaches, and support teams to maintain a high-quality learner

Qualifications

• 4+ years in Customer Success, Student Success, Customer Support, or other customer-facing roles.
• Excellent verbal and written communication skills.
• Strong customer-first approach with empathy and problem-solving skills.
• Experience handling post-sales customer interactions and relationship management.
• Proficiency in Google Sheets, Microsoft Excel, and CRM tools.

Responsibilities

• Conduct onboarding calls with learners before their batch begins and ensure a smooth program start.
• Act as the primary post-sales point of contact throughout the learner journey.
• Track learner progress across multiple cohorts and proactively drive program completion.
• Build strong relationships with learners through regular check-ins and retention calls.
• Address learner concerns related to the program, platform, scheduling, and overall experience.
• Follow up with learners for feedback, testimonials, and reviews to improve customer satisfaction.
• Minimize dropouts and deferrals by proactively identifying challenges and providing timely guidance.
• Coordinate with internal teams including operations, mentors, career coaches, and support teams to resolve learner issues.
• Maintain accurate learner records, trackers, CRM updates, and reports using Google Sheets/Excel.
• Ensure a high-quality learner experience through calls, emails, chats, and other communication channels.
• Serve as the single point of contact (SPOC) for assigned learners throughout the program lifecycle.

Skills

Excellent communication

Customer-first approach

Problem-solving

Organizational skills

Stakeholder management

Education

Bachelor’s degree

Tools

Google Sheets

Microsoft Excel

CRM tools

Job description

At Interview Kickstart (IK), we help software engineers and tech professionals land jobs at the world's leading technology companies through industry-led training, mentorship, and career coaching. Our Student Success team plays a critical role in ensuring every learner has an exceptional experience throughout their learning journey.

We're looking for a Associate, Customer Success who is passionate about customer success, learner engagement, and driving program completion while delivering an outstanding support experience.

Role Overview

As a Associate, Customer Success you will serve as the primary point of contact for learners after enrollment. You will be responsible for onboarding students, driving engagement, handling support queries, improving retention, and ensuring learners successfully complete their programs.

This is a customer-facing role that requires excellent communication skills, empathy, problem solving ability, and a strong ownership mindset.

Key Responsibilities

• Conduct onboarding calls with learners before their batch begins and ensure a smooth program start.
• Act as the primary post-sales point of contact throughout the learner journey.
• Track learner progress across multiple cohorts and proactively drive program completion.
• Build strong relationships with learners through regular check-ins and retention calls.
• Address learner concerns related to the program, platform, scheduling, and overall experience.
• Follow up with learners for feedback, testimonials, and reviews to improve customer satisfaction.
• Minimize dropouts and deferrals by proactively identifying challenges and providing timely guidance.
• Coordinate with internal teams including operations, mentors, career coaches, and support teams to resolve learner issues.
• Maintain accurate learner records, trackers, CRM updates, and reports using Google Sheets/Excel.
• Ensure a high-quality learner experience through calls, emails, chats, and other communication channels.
• Serve as the single point of contact (SPOC) for assigned learners throughout the program lifecycle.

Requirements

• 4+ years of experience in Customer Success, Student Success, Customer Support, Customer Service, or other customer-facing roles.
• Excellent verbal and written communication skills.
• Strong customer-first approach with empathy and problem-solving skills.
• Experience handling post-sales customer interactions and relationship management.
• Comfortable managing multiple learner interactions and support tickets simultaneously.
• Proficiency in Google Sheets, Microsoft Excel, and CRM tools.
• Strong organizational skills with the ability to manage multiple cohorts and priorities.
• Experience in EdTech or learning/customer success environments is preferred.
• Bachelor's degree in any discipline.

Preferred Skills

• Learner engagement and retention strategies.
• Stakeholder management.
• Conflict resolution and escalation handling.
• Data tracking and reporting.
• Process-oriented with strong attention to detail.