Customer Success Manager

Milestone Career Planner; Thiruvananthapuram; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Milestone Career Planner is seeking a Manager to lead the customer success team in Thiruvananthapuram, Kerala. The role focuses on managing student and parent relationships, ensuring smooth onboarding, engagement and renewals, and coordinating with coaching and operations teams to boost satisfaction.

Responsibilities include training executives, overseeing onboarding, handling escalations, tracking attendance and progress, and maintaining CRM records for performance reporting.

Qualifications

• 5+ years of experience in customer success, relationship management or service operations.
• Bachelor's degree in a relevant field.

Responsibilities

• Lead, train and manage Customer Success Executives.
• Oversee student onboarding and ensure smooth class commencement.
• Handle parent relationships, queries and escalations.
• Monitor student attendance, engagement and progress.
• Drive customer retention, renewals and referral programmes.
• Maintain CRM records and prepare performance reports.
• Coordinate with coaching and operations teams to improve customer satisfaction.

Skills

Customer success

Relationship management

CRM tools

English & Malayalam communication

Education

Bachelor's degree in a relevant field

Tools

CRM software

Job description

Manager to lead the customer success team and manage student and parent relationships, engagement, retention and renewals.

Key Responsibilities

• Lead, train and manage Customer Success Executives.
• Oversee student onboarding and ensure smooth class commencement.
• Handle parent relationships, queries and escalations.
• Monitor student attendance, engagement and progress.
• Drive customer retention, renewals and referral programmes.
• Maintain CRM records and prepare performance reports.
• Coordinate with coaching and operations teams to improve customer satisfaction.

Qualifications

• 5+ years of
• in customer success, relationship management or service operations.
• Excellent communication skills in English and Malayalam.
• Knowledge of CRM tools, reporting, retention and renewals.

Experience

• in EdTech or education is preferred.
• Bachelor's degree in a relevant field.