Product Trainer

Extramarks; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

An educational technology company located in India is looking for a Customer Success Manager. This role involves overseeing customer onboarding, enhancing engagement strategies, and ensuring customer retention through proactive solutions. The ideal candidate should have 8-9 years of experience in driving customer success, particularly within the E-commerce or Edtech sectors. Strong communication, data analysis, and team management skills are essential for this position.

Qualifications

• 8 – 9 years of experience in driving Adoption, Retention & Satisfaction for Customer Success.

Responsibilities

• Ensure smooth onboarding of schools, driving early engagement with company products.
• Design and execute engagement programs to enhance teacher usage and satisfaction.
• Measure, analyze, and improve CSAT by addressing pain points.
• Identify adoption challenges and provide proactive solutions.
• Track usage patterns and implement targeted intervention plans.
• Build strong relationships with key stakeholders to drive retention.
• Work with Sales, Product, and Training teams to align strategies.
• Develop frameworks for ongoing adoption and engagement.

Skills

Strong communication and presentation skills

Proficiency in data analysis and reporting

Problem-solving skills

Team management and collaboration

Education

Post-Graduate (Preferred industry: E-commerce, Edtech)

Job description

Overview

Job Description: Customer Success Manager

Position: Adoption & Growth Manager / Customer Success Manager

Qualifications: Post- Graduate (Preferred industry: E-commerce, Edtech)

Work Experience: 8 – 9 years of experience in driving Adoption, Retention & Satisfaction for Customer Success

Key Responsibilities

• Customer Onboarding & Adoption – Ensure smooth onboarding of schools, driving early engagement with company products
• Customer Engagement Strategy – Design and execute engagement programs to enhance teacher usage and satisfaction.
• CSAT & Feedback Management – Measure, analyze, and improve CSAT by addressing pain points and optimizing user experience.
• Proactive Customer Support – Identify adoption challenges and provide proactive solutions to improve product usage.
• Data-Driven Adoption Growth – Track usage patterns, identify low-adoption schools, and implement targeted intervention plans.
• Customer Advocacy & Retention – Build strong relationships with key stakeholders (principals, teachers) to drive long-term retention.
• Collaboration with Internal Teams – Work with Sales, Product, and Training teams to align customer success strategies with business goals.
• Process Optimization & Best Practices – Develop frameworks for ongoing adoption, engagement, and escalation management.

Skills Required

• Strong communication and presentation skills influence stakeholders and drive customer success.
• Proficiency in data analysis and reporting to analyze user trends and CSAT metrics to optimize customer success efforts.
• Use problem-solving skills and make informed decisions to address challenges, improve product usage, and enhance customer satisfaction and adoption.
• Team management and collaboration skills to lead and work effectively with cross-functional teams.