Senior Customer Success Manager

Weekday AI

  • Kolkata, West Bengal
  • Permanent
  • Full-time
  • 20 days ago
Job Description:This role is for one of the Weekday's clientsMin Experience: 5 yearsLocation: KolkataJobType: full-timeWe are seeking an experienced and dynamic Senior Customer Success Manager to lead our customer success initiatives, focusing on building and nurturing long-term relationships with our school partners. In this role, you will be responsible for driving customer satisfaction, retention, and growth within the SaaS-based EdTech sector. You will serve as a trusted advisor for our clients, ensuring that our solutions deliver maximum value and directly contribute to improving educational outcomes.Requirements:Key Responsibilities:
  • Leadership & Team Development:
  • Lead and mentor a team of customer success professionals to achieve high performance and exceed customer satisfaction goals.
  • Foster a culture of customer-first thinking, continuous learning, and proactive engagement.
  • Collaborate cross-functionally with product, sales, and marketing teams to align customer success strategies with business objectives.
  • Customer Success Strategy & Execution:
  • Develop and execute comprehensive customer success plans for strategic accounts, ensuring adoption, value realization, and long-term retention.
  • Identify opportunities for account expansion, upselling, and cross-selling, in collaboration with the sales team.
  • Use data-driven insights to monitor account health and proactively address potential issues.
  • Account Management:
  • Serve as the primary point of contact for key school partnerships, building trust and ensuring a seamless customer journey.
  • Conduct regular check-ins, performance reviews, and success planning meetings with stakeholders.
  • Ensure timely resolution of client concerns and escalate issues when necessary.
  • School Partnership Engagement:
  • Build and maintain strong relationships with school leadership teams, educators, and administrative staff.
  • Understand the unique needs and challenges of each school partner and provide tailored solutions to support their objectives.
  • Organize and lead training sessions, workshops, and webinars to enhance product adoption and impact.
  • SaaS & EdTech Expertise:
  • Leverage deep knowledge of SaaS platforms and EdTech trends to advise clients on best practices.
  • Gather and relay customer feedback to the product team to influence roadmap prioritization.
  • Stay updated on the competitive landscape and emerging technologies in the education sector.
Qualifications & Skills:
  • Bachelor's degree in Business, Education, or a related field; Master's preferred.
  • 5-10 years of experience in customer success, account management, or related roles, preferably in SaaS or EdTech.
  • Proven track record of managing enterprise-level accounts and driving measurable results.
  • Strong leadership skills with experience managing and developing teams.
  • Exceptional communication, negotiation, and relationship-building abilities.
  • Analytical mindset with the ability to interpret data and provide actionable insights.
  • Passion for education and technology, with a commitment to improving learning experiences.

Weekday AI