Role Summary:
The Customer Success Executive acts as the bridge between sales, product, and retention, ensuring CognitiveBotics customers; therapists, centres, schools, and parents derive maximum value from the platform. The CSM will oversee onboarding, adoption, satisfaction, renewal, and advocacy, aligning customer insights with product evolution.
Key Responsibilities:
- Own post-sales relationship with therapists, centres, and institutional clients (schools, CSR, DEICs).
- Lead onboarding & training for therapists and parents ensure smooth product adoption.
- Track usage analytics, measure impact, and proactively address churn risks.
- Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.
- Drive renewals, upsells, and referrals, maintaining a strong LTV/CAC ratio.
- Build therapist ambassador programs for micro-distribution.
- Support in drafting case studies and success stories for marketing & CSR visibility.
- Conduct periodic customer health reviews with dashboards (usage, satisfaction, feedback).
Profile Requirements:
- 2 - 5 years in Customer Success or Support role.
- Excellent stakeholder management across B2B (centres/schools) and B2C (parents).
- Understanding of early intervention, therapy, or special education ecosystem preferred.
- Strong analytical mindset ability to read data and act on insights.
- Empathetic communicator able to handle emotionally sensitive parent interactions.
- Psychology background is a must.
KPIs:
- Retention Rate (>85%)
- NPS improvement quarter-over-quarter
- Upsell / referral conversions
- Active usage per therapist/centre
