Senior Manager- Customer Success (Edtech)

Company Description

Aimlay is a global platform offering educational and writing support services tailored to working professionals and Experiential Learners. Collaborating with renowned universities worldwide and backed by over a decade of experience, Aimlay provides a diverse range of academic programs, from Matriculation to PhDs. The company specializes in supporting Ph.D. aspirants throughout their journey while also recognizing and validating real-world, experiential knowledge through unique programs like honorary doctorates. Headquartered in Delhi, with counseling centers globally, Aimlay is committed to making high-quality education accessible, equitable, and transformative in alignment with the Sustainable Development Goal 4 (SDG 4). Visit our website or contact us at +91-9821664888 or +1-575-205-1311 for more details.

Role Description

The Senior Manager- Customer Success (Edtech) will play a vital role in ensuring client satisfaction, retention, and growth. This on-site, full-time position based in Delhi involves managing client relationships, monitoring customer satisfaction, and implementing strategies for improving customer engagement. Responsibilities include collaborating with internal teams to resolve customer issues, conducting regular reviews to monitor client needs, ensuring seamless service delivery, and developing strategies for customer retention and account growth. The candidate will also analyze customer feedback to identify areas for improvement and provide actionable insights for enhancing customer experience while maintaining high service standards.

Qualifications- Minimum 5 years in customer success management

• Lead, mentor, and manage the Customer Success team to achieve performance goals
• Develop and implement customer success strategies to improve retention, engagement, and upselling
• Build strong relationships with key clients and act as an escalation point for critical issues
• Collaborate with Sales, Product, and Support teams to enhance overall customer experience
• Drive onboarding excellence and ensure smooth customer lifecycle management
• Identify opportunities for cross-sell and upsell to maximize customer lifetime value
• Establish KPIs, dashboards, and reporting mechanisms for performance tracking
• Handle customer escalations and ensure timely resolution with high satisfaction
• Continuously improve processes and workflows for scalability and efficiency

Interested candidates can share their resume on: [Confidential Information] or call directly on: 9289550058

Regards

Surbhi Jain