Customer Success Executive – Client Engagement & Growth

Mudita; Mumbai; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

On-site work in Goregaon West

Growth opportunities

Job summary

Mudita in Mumbai is seeking a proactive Customer Success Executive to own the client journey after enrollment, guiding learners through onboarding, engagement, and program milestones from our Goregaon West office.

This role emphasizes relationship management, accountability, retention, and upsell opportunities, requiring strong Hindi/English communication and collaboration with coaches, operations, sales, and content teams to deliver meaningful outcomes.

Qualifications

• 2–4 years of experience in customer success, client relationship management, account management, customer engagement, client servicing, or similar roles.

Responsibilities

• Onboard new clients and manage onboarding calls.
• Explain program structures, roadmaps, schedules, assignments, and milestones.
• Understand client goals and act as primary point of contact.
• Build long-term client relationships and trust.
• Monitor attendance, participation, and progress; follow up to ensure accountability.
• Identify inactive or dissatisfied clients and reconnect proactively.
• Coordinate with coaches, operations, sales, and support to resolve issues; manage escalations.
• Identify renewals, upgrades, referrals, and cross-selling opportunities; support sales team.

Skills

Customer success

Client relationship management

Account management

EdTech

Online coaching

Customer engagement

Customer retention

Learning program management

Tools

CRM systems

Google Sheets

WhatsApp

Email

Zoom

Job description

Job Description: Customer Success Executive – Client Engagement & Growth

Job Title: Customer Success Executive

Company: Mudita

Location: Bangur Nagar, Goregaon West, Mumbai

Employment Type: Full-Time

Work Mode: Work From Office (On-Site)

Experience Required: 2–4 Years

Joining: Immediate joiners preferred

Preferred Background: Customer Success, Client Relationship Management, Account Management, EdTech, Online Coaching, Customer Engagement, Customer Retention, or Learning Program Management.

About Mudita

Mudita is a growing education and transformation company offering outcome-driven learning programs across AI trading, digital finance, investing, business automation, leadership, e-commerce, and consulting.

About the Role

We are looking for a proactive and people-oriented Customer Success Executive who can take ownership of our clients' experience after enrollment and help them make the most of their learning journey.

This is not a traditional customer support role.

You will be responsible for client onboarding, relationship management, progress tracking, engagement, accountability, retention, and identifying opportunities for referrals and program upgrades .

You will work closely with clients, coaches, speakers, and internal teams to ensure smooth program experiences and help clients achieve meaningful results.

You will also play an important role in identifying client success stories, collecting testimonials, strengthening Mudita's brand reputation, and supporting business growth through excellent client relationships.

Key Responsibilities

1. Client Onboarding & Relationship Management

• Conduct onboarding calls with newly enrolled clients.
• Explain program structures, learning roadmaps, schedules, assignments, recordings, support systems, and key milestones.
• Understand each client's goals, expectations, challenges, and reasons for joining.
• Act as the primary point of contact for assigned clients.
• Build strong, professional, and long-term relationships with clients.

2. Client Engagement & Progress Tracking

• Regularly monitor client attendance, participation, assignment completion, and implementation progress.
• Follow up with clients to ensure they remain engaged and accountable.
• Encourage clients to complete program milestones and take the required action steps.
• Identify inactive, disengaged, or dissatisfied clients and proactively reconnect with them.
• Help improve overall program participation, completion, and client success rates.

3. Customer Support & Issue Resolution

• Address client queries, concerns, and support requests professionally and promptly.
• Help clients understand program requirements and available resources.
• Coordinate with coaches, trainers, operations, sales, and technical support teams to resolve issues.
• Manage client escalations and ensure appropriate follow-ups.
• Maintain a positive client experience throughout the program journey.

4. Client Retention, Referrals & Upselling

• Identify opportunities to strengthen long-term client relationships.
• Understand clients' evolving needs and recommend suitable advanced programs or learning opportunities.
• Identify potential renewals, upgrades, referrals, and cross-selling opportunities.
• Coordinate with the sales team and management to support relevant program upgrades.
• Contribute towards improving client retention, repeat enrollments, and customer lifetime value.
• Maintain an ethical, consultative approach to upselling, prioritizing genuine client needs.

5. Client Success Stories & Brand Building

• Identify client achievements, milestones, positive outcomes, and transformation stories.
• Proactively collect client feedback, testimonials, reviews, and referrals.
• Coordinate video testimonials, written success stories, and case study opportunities.
• Work with the marketing and content teams to turn approved client success stories into impactful brand-building content.
• Help strengthen Mudita's credibility, reputation, and brand trust through genuine client results.
• Encourage satisfied clients to become long‑term brand advocates.

6. CRM Management & Reporting

• Maintain accurate client information, progress reports, call notes, follow‑ups, and support records.
• Update CRM systems, Google Sheets, and client trackers regularly.
• Monitor client engagement levels, satisfaction, concerns, and potential drop‑off risks.
• Share regular client health and performance updates with management.
• Identify recurring client challenges and suggest improvements to the overall customer experience.

7. Program & Community Coordination

• Coordinate with coaches, speakers, trainers, and internal teams for smooth program delivery.
• Support client WhatsApp communities, workshops, bootcamps, webinars, and live sessions.
• Ensure clients receive timely communication about sessions, assignments, resources, and important updates.
• Help improve onboarding processes, client communication, follow‑up systems, and engagement activities.

Required Skills & Qualifications

• 2–4 years of experience in customer success, client relationship management, account management, customer engagement, client servicing, or similar roles.
• Prior experience in EdTech, online coaching, learning programs, consulting, or digital education will be preferred.
• Strong communication skills in Hindi and English.
• Good interpersonal skills and the ability to build trust with clients.
• Strong follow‑up discipline and relationship management skills.
• Ability to manage multiple clients and priorities.
• Good problem‑solving, conflict‑resolution, and client‑handling abilities.
• Experience using CRM systems, Google Sheets, WhatsApp, email, Zoom, or similar tools.
• Ability to track client progress, maintain documentation, and report key updates.
• Comfortable identifying client satisfaction, retention, referral, and upsell opportunities.
• Must own a properly functioning laptop.
• Must be comfortable working full‑time from our Goregaon West office.

Who We're Looking For

We would love to work with someone who:

• Genuinely enjoys helping people achieve their goals.
• Is confident speaking with clients and building relationships.
• Can balance empathy with accountability and consistent follow‑ups.
• Takes ownership of client issues and follows through until resolution.
• Can motivate clients to stay engaged and complete their programs.
• Understands that customer success extends beyond answering queries.
• Can recognize genuine opportunities for client upgrades and referrals.
• Is organized, proactive, and comfortable managing multiple client accounts.
• Enjoys working with coaches, entrepreneurs, professionals, and business owners.
• Has a positive, responsible, and growth‑oriented mindset.

Performance Expectations

Your performance will be evaluated based on:

• Client onboarding quality and completion.
• Client attendance and program participation.
• Assignment completion and implementation engagement.
• Client satisfaction and feedback.
• Timely query resolution.
• Reduction in disengagement and client drop‑offs.
• Client retention and repeat enrollments.
• Testimonials, case studies, and client success stories collected.
• Qualified referrals and upsell opportunities identified.
• Accuracy of CRM updates and client reporting.
• Overall contribution towards improved customer experience and program success.

Work Arrangement

This is a full‑time, work‑from‑office position based in Bangur Nagar, Goregaon West, Mumbai.

The candidate will work closely with clients, coaches, speakers, operations, sales, and other internal teams.

Working hours, working days, and weekly offs will follow the company's applicable schedule.

Flexibility may be required during live sessions, workshops, bootcamps, launches, and important client activities.

Why Join Mudita?

• Work with a growing education and transformation company.
• Engage with entrepreneurs, business owners, coaches, investors, and professionals.
• Get exposure to programs across AI, finance, investing, leadership, consulting, and business growth.
• Work closely with experienced founders, mentors, coaches, and speakers.
• Develop strong customer success, relationship management, and client engagement skills.
• Contribute directly to customer satisfaction, retention, referrals, and business growth.
• Opportunity to grow into senior customer success, account management, or client relationship leadership roles based on performance.