This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Kolkata

JobType: full-time

We are seeking an experienced and dynamic Senior Customer Success Manager to lead our customer success initiatives, focusing on building and nurturing long-term relationships with our school partners. In this role, you will be responsible for driving customer satisfaction, retention, and growth within the SaaS-based EdTech sector. You will serve as a trusted advisor for our clients, ensuring that our solutions deliver maximum value and directly contribute to improving educational outcomes.

Requirements

Key Responsibilities:

Leadership & Team Development:

Lead and mentor a team of customer success professionals to achieve high performance and exceed customer satisfaction goals.
Foster a culture of customer-first thinking, continuous learning, and proactive engagement.
Collaborate cross-functionally with product, sales, and marketing teams to align customer success strategies with business objectives.

Customer Success Strategy & Execution:

Develop and execute comprehensive customer success plans for strategic accounts, ensuring adoption, value realization, and long-term retention.
Identify opportunities for account expansion, upselling, and cross-selling, in collaboration with the sales team.
Use data-driven insights to monitor account health and proactively address potential issues.

Account Management:

Serve as the primary point of contact for key school partnerships, building trust and ensuring a seamless customer journey.
Conduct regular check-ins, performance reviews, and success planning meetings with stakeholders.
Ensure timely resolution of client concerns and escalate issues when necessary.

School Partnership Engagement:

Build and maintain strong relationships with school leadership teams, educators, and administrative staff.
Understand the unique needs and challenges of each school partner and provide tailored solutions to support their objectives.
Organize and lead training sessions, workshops, and webinars to enhance product adoption and impact.

SaaS & EdTech Expertise:

Leverage deep knowledge of SaaS platforms and EdTech trends to advise clients on best practices.
Gather and relay customer feedback to the product team to influence roadmap prioritization.
Stay updated on the competitive landscape and emerging technologies in the education sector.

Qualifications & Skills:

Bachelor’s degree in Business, Education, or a related field; Master’s preferred.
5–10 years of experience in customer success, account management, or related roles, preferably in SaaS or EdTech.
Proven track record of managing enterprise-level accounts and driving measurable results.
Strong leadership skills with experience managing and developing teams.
Exceptional communication, negotiation, and relationship-building abilities.
Analytical mindset with the ability to interpret data and provide actionable insights.
Passion for education and technology, with a commitment to improving learning experiences.