Role Summary:
The Customer Success Manager 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:
- 58 years in Customer Success & Pre Sales in SaaS, EdTech, or HealthTech.
- 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.
KPIs:
- Retention Rate (>85%)
- NPS improvement quarter-over-quarter
- Upsell / referral conversions
- Active usage per therapist/centre
