Customer Success Manager - Implementation

Who are we:

Ken42 powers institutions across admissions, academics, examinations, student services, placements, alumni, research, and more. Our platform sits at the center of how institutions operate. As a result, implementing Ken42 is rarely just about configuring software. It requires understanding how people, processes, data, and technology come together within an institution. We're looking for individuals who enjoy figuring things out, learning quickly, and working directly with customers to solve real operational challenges.

What we are looking for:

Role: Customer Success Manager - Implementation

This role sits at the intersection of product, implementation, operations, and customer success. You will work closely with universities and educational institutions as they adopt and scale Ken42. Your responsibility is to understand how customers operate, guide them through implementation, help them make effective use of the platform, and support them in achieving their goals. The role requires equal parts curiosity, analytical thinking, communication, and ownership. While domain expertise can be learned over time, we place a high value on the ability to ask good questions, identify root causes, connect information across different areas, and work through ambiguity.

Location: Bengaluru (with travel across India)

Experience: 4-8 Years

What you'll do:

Understand Customer Processes:

Every institution operates differently. You will spend time understanding how customers manage admissions, academics, examinations, placements, alumni engagement, and other functions. The goal is not simply to understand how the software works, but also how the institution works.

Guide Implementations:

You will help institutions adopt the platform successfully by conducting discovery sessions, workshops, training programs, testing activities, go-live preparations, and regular review discussions. You will work closely with internal implementation, product, engineering, and support

teams throughout the process.

Investigate and Diagnose Challenges:

One of the most important aspects of this role is understanding why something is happening before deciding how to solve it. Challenges may stem from process gaps, missing data, configuration issues, user adoption challenges, training gaps, or product limitations. Strong consultants are able to investigate situations thoughtfully, ask the right questions, and identify likely root causes before escalating issues.

Drive Adoption and Outcomes:

Successful implementations are not measured solely by go-live dates. You will help customers understand how different modules and workflows connect, identify opportunities to improve adoption, and ensure institutions are able to derive meaningful value from the platform.

Learn and Share:

As you work across multiple institutions, you will begin to notice recurring challenges, common

patterns, and successful approaches. You will help bring these learnings back into the organisation

and contribute to stronger implementations across future customers.

Who will Thrive in this role

People who enjoy this role are usually curious by nature. They enjoy understanding how things work, asking questions, identifying patterns, and solving problems.

They are comfortable navigating situations where the answer is not immediately obvious and are willing to investigate before jumping to conclusions.

They enjoy working directly with customers, learning new domains, and continuously expanding their understanding of both technology and business processes.

Most importantly, they take ownership and are motivated by helping customers succeed.

Our Ideal Candidate

We are less concerned with prior higher education experience and more interested in how you think. We would love to meet candidates who demonstrate:

• Strong analytical and problem-solving skills
• Structured thinking and attention to detail
• Excellent communication and stakeholder management skills
• Curiosity and a desire to learn
• Ability to identify patterns and connect information across different workflows
• Comfort working in dynamic and evolving environments
• A strong sense of ownership and accountability
• Willingness to travel regularly

Preferred Backgrounds

Candidates may come from a variety of backgrounds, including:

• SaaS Implementations
• Business Analysis
• Product Operations
• Customer Success
• ERP or CRM Implementations
• Technology Consulting
• Operations and Process Improvement
• Business Systems and Workflow Implementations

Technical Background (Good to Have)

Candidates with an engineering or technical background often perform well in this role because they are comfortable understanding systems, workflows, integrations, dependencies, and product behaviour. Prior exposure to SaaS products, CRM platforms, ERP systems, APIs, or software implementations is beneficial but not mandatory.

What Success Looks Like

Within your first year, you should be able to:

• Independently manage multiple customer engagements
• Build working knowledge across several Ken42 modules
• Diagnose customer challenges confidently and systematically
• Build credibility with stakeholders across departments
• Drive successful implementations and strong platform adoption
• Contribute insights that improve future customer deployments