Product Trainer

JOB DESCRIPTION for Customer Success Manager

Position: Adoption & Growth Manager / Customer Success Manager

Qualifications: Post- Graduate (Preferred industry: E-commerce, Edtech)

Work Experience: 8 – 9 years of experience in driving Adoption, Retention & Satisfaction for Customer Success

Key Responsibilities:

1. Customer Onboarding & Adoption – Ensure smooth onboarding of schools, driving early engagement with company products
2. Customer Engagement Strategy – Design and execute engagement programs to enhance teacher usage and satisfaction.
3. CSAT & Feedback Management – Measure, analyze, and improve CSAT by addressing pain points and optimizing user experience.
4. Proactive Customer Support – Identify adoption challenges and provide proactive solutions to improve product usage.
5. Data-Driven Adoption Growth – Track usage patterns, identify low-adoption schools, and implement targeted intervention plans.
6. Customer Advocacy & Retention – Build strong relationships with key stakeholders (principals, teachers) to drive long-term retention.
7. Collaboration with Internal Teams – Work with Sales, Product, and Training teams to align customer success strategies with business goals.
8. Process Optimization & Best Practices – Develop frameworks for ongoing adoption, engagement, and escalation management.

Skills Required:

1. Strong communication and presentation skills influence stakeholders and drive customer success.
2. Proficiency in data analysis and reporting to analyze user trends and CSAT metrics to optimize customer success efforts.
3. Use problem-solving skills and make informed decisions to address challenges, improve product usage, and enhance customer satisfaction and adoption.
4. Team management and collaboration skills to lead and work effectively with cross-functional teams.