Customer Success Manager

Intellinez

Chandigarh

On-site

INR 400,000 - 600,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Company-sponsored training and certifications

Extensive medical insurance

Wellness programs

Rewards & recognition

Job summary

Intellinez is looking for a Customer Success Manager to join our team in Chandigarh. The successful candidate will be responsible for onboarding customers, providing support, and ensuring they effectively utilize the MeraTutor.AI platform.

This role involves engaging with parents and students, answering queries, resolving issues, and gathering feedback to enhance our AI-powered learning solutions. If you have a passion for education and customer engagement, we want to hear from you!

Qualifications

1–4 years of experience in customer success or support.
Experience in EdTech or related industries is a plus.
Ability to engage and retain customers through effective communication.

Responsibilities

Onboard new customers after signup.
Help users understand MeraTutor.AI features.
Answer customer queries through various channels.
Collect feedback and share user insights.

Skills

Good communication in Hindi, English, and Hinglish

Strong customer handling and problem-solving skills

Comfortable speaking with parents, students, and teachers

Good follow-up discipline

Ability to explain product features simply

Comfortable using WhatsApp, email, calls, Google Sheets, and CRM tools

Patient, polite, and service-oriented approach

Basic understanding of education and online learning

Ability to collect feedback

Target-driven mindset

Education

MBA or relevant experience

Teaching experience (2-5 years preferred)

Tools

CRM tools

Job description

Brand: MeraTutor.AI

Work Location: Mohali / Chandigarh preferred

Role: Full-time

Experience: 1–4 years preferred

About the Company

MeraTutor.AI is an AI-powered learning platform helping K-12 students learn smarter through personalized education. We are building the future of smart, self-paced learning through PDF-based interaction, AI tutor assistance, and rich learning analytics for educators and parents. It helps students with school learning, homework doubts, practice worksheets, revision, step-by-step explanations, and personalized academic support.

Role Overview

We are looking for a Customer Success Manager who will help parents, students, teachers, and partners successfully use MeraTutor.AI.

The person will be responsible for onboarding customers, solving user problems, collecting feedback, keeping customers engaged, sharing product updates, and motivating renewals.

This role is focused on improving customer engagement, satisfaction, retention, and renewals.

Key Responsibilities

Onboard new customers after signup or subscription
Help parents and students understand how to use MeraTutor.AI
Guide users on key features such as AI Tutor, doubt solving, worksheets, handwritten evaluation, reports, and learning progress
Answer customer questions through WhatsApp, calls, emails, and chat
Resolve basic product issues and coordinate with the technical team when needed
Send regular WhatsApp and email updates about new features, study tips, and product improvements
Share reminders, learning nudges, exam preparation messages, and renewal updates
Identify inactive users and re-engage them
Collect feedback from parents, students, teachers, and partners
Track customer issues, feedback, follow-ups, and renewal status
Build strong customer relationships and improve customer trust
Help increase subscription renewals and reduce churn
Share customer insights with product, sales, and marketing teams

Required Skills

Good communication in Hindi, English, and Hinglish
Strong customer handling and problem-solving skills
Comfortable speaking with parents, students, and teachers
Good follow-up discipline
Ability to explain product features in a simple way
Comfortable using WhatsApp, email, calls, Google Sheets, and CRM tools
Patient, polite, and service-oriented approach
Basic understanding of education, students, parents, and online learning
Ability to collect feedback and convert it into useful product insights
Target-driven mindset around engagement and retention

Good to Have

Experience in EdTech customer success or customer support
Experience handling subscription-based customers
Experience with WhatsApp campaigns or email engagement
CRM experience
Renewal or retention experience
Understanding of AI-based learning tools

Success Metrics

New customer onboarding completion rate
First response time to customer queries
Issue resolution time
Customer engagement rate
Weekly/monthly active customer rate
Inactive customer reactivation
Feedback collected from users
Customer satisfaction scoreRenewal rate
Churn reduction
Testimonials and reviews collected
WhatsApp/email response rates

Suggested Monthly Targets

Contact 90%+ new users within 24 hours
Complete onboarding for 70%+ new paid users
Maintain average first response time under 2 working hours
Collect feedback from 50+ users per month
Reactivate 25%+ inactive users
Achieve 70%+ renewal rate initially, improving month-on-month
Collect 5–10 testimonials/reviews per month

Customer Engagement Activities

Welcome WhatsApp message after signup
First-use guidance call or video
Weekly study tips for parents
Feature update emails and WhatsApp messages
Exam-time revision reminders
Nudges for inactive usersRenewal reminders before subscription expiry
Feedback calls after 7–10 days of usage
Sharing parent success stories and testimonials

Preferred Background

Experienced Teachers with 2–5 years of teaching experience
MBA freshers interested in customer success, EdTech, growth, and customer engagement
Interns with strong communication skills and interest in education technology
Candidates with experience handling parents, students, schools, coaching institutes, or online learning platforms
Customer support/custSuccess candidates from EdTech, SaaS, or subscription businesses.

Benefits