Location: Bangalore

Department: Customer Success

Experience Required: 8–12 Years

About The Role

We are looking for a dynamic and strategic professional to lead Customer Success initiatives for our school partnerships ecosystem. The AGM – Customer Success will be responsible for driving partner satisfaction, retention, operational excellence, and learning impact across client institutions. The ideal candidate should possess strong stakeholder management capabilities, team leadership experience, operational rigor, and a passion for education and technology-enabled transformation.

This role requires a highly collaborative individual who can work cross-functionally with Sales, Product, Operations, Academics, and Leadership teams to ensure seamless execution and long-term customer success.

Key Responsibilities

Customer Success & Relationship Management

Drive customer success strategy across partner schools and institutional stakeholders.
Build and maintain strong relationships with school leadership teams, administrators, and key decision-makers.
Ensure high customer satisfaction, engagement, and long-term retention across accounts.
Monitor customer health metrics, NPS scores, renewals, and upsell opportunities.

Operational Excellence

Lead large-scale implementation and execution projects across regions.
Establish processes, review mechanisms, and operational frameworks to improve service delivery.
Ensure timely onboarding, implementation, and support for partner institutions.
Track project milestones, KPIs, and overall account performance.

Team Leadership

Manage and mentor Customer Success Managers / Academic Excellence teams across regions.
Build high-performing teams through coaching, training, and performance management.
Foster a culture of accountability, ownership, collaboration, and continuous improvement.

Growth & Retention

Drive school retention, renewal, and expansion targets.
Identify opportunities for upselling and cross-functional collaboration to maximize account value.
Work closely with Sales and Finance teams to align on business goals and revenue objectives.

Strategic Collaboration

Collaborate with Product, Marketing, Academic, and Operations teams to improve customer experience.
Bring customer insights and feedback into organizational decision-making.
Contribute to long-term strategic planning and process innovation.

Data & Technology Orientation

Use data-driven insights to improve customer engagement and operational outcomes.
Leverage technology tools, dashboards, and analytics for decision-making and reporting.
Support scalable systems and processes for customer lifecycle management.

Desired Candidate Profile

8–12 years of experience in Customer Success, Operations, Academic Excellence, Program Management, or School Partnerships.
Experience working in EdTech, Education Management, SaaS, or large-scale service operations preferred.
Proven experience managing large teams and multi-regional operations.
Strong stakeholder management and relationship-building skills.
Demonstrated success in retention, customer engagement, and operational delivery.
Excellent communication, leadership, and problem-solving abilities.
Ability to manage ambiguity, scale operations, and drive execution in fast-paced environments.
Passion for education, innovation, and impact-driven work.

Preferred Qualifications

Bachelor's degree required; Master's degree preferred.
Exposure to technology-enabled education models and project management practices is an added advantage.
Experience in data analytics, process optimization, or customer lifecycle management preferred.

Key Skills

Customer Success Management
Stakeholder Management
Team Leadership
Account Retention & Growth
Program & Project Management
Operational Excellence
Cross-functional Collaboration
Strategic Planning
Data-driven Decision Making
Communication & Relationship Management

What We Offer

Opportunity to work on large-scale impact-driven education initiatives.
Dynamic and collaborative work environment.
Leadership exposure and career growth opportunities.
Opportunity to contribute to innovation in the education ecosystem.

Assistant General Manager (AGM) Customer Success