Customer Success Manager

Intellinez Systems; Sahibzada Ajit Singh Nagar; On-site; INR 600,000 - 900,000; Full time

Job summary

MeraTutor.AI is seeking a Customer Success Manager in Mohali/Chandigarh to onboard customers, guide users on AI Tutor features, and maintain strong relationships with parents, students, and teachers. You will coordinate with the tech team, share product updates, and drive renewals.

The role emphasizes enhancing engagement, satisfaction, and retention through proactive communication and feedback collection across WhatsApp, email, and calls.

Qualifications

• Fluent communication in Hindi, English, and Hinglish.
• Strong customer handling and problem-solving skills.
• Experience speaking with parents, students, and teachers.
• Proactive follow-up discipline.
• Ability to explain product features clearly and simply.
• Proficient with WhatsApp, email, calls, CRM tools (via Google Sheets).
• Patient, polite, and service-oriented approach.
• Basic understanding of education and online learning dynamics.
• Ability to collect feedback and derive actionable product insights.
• Target-driven mindset around engagement and retention.

Responsibilities

• Onboard new customers after signup or subscription.
• Help parents and students understand how to use MeraTutor.AI.
• Guide users on features such as AI Tutor, doubt solving, worksheets, and progress reports.
• Address customer questions via WhatsApp, calls, emails, and chat.
• Coordinate with tech team to resolve basic issues.
• Send regular product updates and study tips.
• Send renewal reminders and learning nudges.
• Identify inactive users and re-engage them.
• Collect feedback from parents, students, teachers, and partners.
• Track issues, follow-ups, and renewal status.

Skills

Communication

Customer handling

Stakeholder speaking

Follow-up

Explain features

Feedback collection

Retention focus

Education domain knowledge

Patience & courtesy

Problem-solving

Tools

CRM tools

Google Sheets

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 personalised 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 personalised 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

The Role Will Be Measured On

• 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 score
• Renewal 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 users
• Renewal 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/customer success candidates from EdTech, SaaS, or subscription businesses.

What We Offer

• Competitive salary aligned with industry standards.

Our Pro Employee Policies

• Company-sponsored trainings and certifications
• Extensive medical insurance coverage.
• Company-sponsored wellness programs
• Periodic Rewards & Recognition

Why Join Intellinez Systems?

• Good Employee Benefits.
• People-Centric Work Culture
• Global Exposure
• Learning Opportunities
• Strong Career Growth
• Regular Rewards & Recognition
• Extensive Wellness Program
• Opportunity to work on a global product with a supportive and passionate team.
• A flexible, inclusive work environment that values creativity and innovation.

Interested?

If you’re passionate about creating engaging content, love being on camera, and want to be part of an innovative AI-powered education platform, we’d love to hear from you!

Join us in shaping the future of learning and helping students, parents, and educators unlock the power of AI-driven education.

Know More

• Explore our work culture
• Work Benefits
• Checkout our videos
• Checkout our LinkedIn Page