Description
We are seeking an experienced and dynamic Senior Manager – Customer Success to lead a large team of 40–50 Customer Success Executives in a call center / support environment. The role is critical to ensuring best-in-class student experience, driving operational efficiency, and creating a customer-first culture aligned with company’s mission of making quality education accessible to all.
Key Responsibilities
Team Leadership & Management
Lead, mentor, and manage a large team of Customer Success Executives (40–50 members).
Define team KPIs including First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
Create an engaged and motivated team culture, focused on accountability and results.
Customer Success Operations
Oversee day-to-day customer interactions across voice, chat, email, and ticketing channels.
Ensure timely resolution of student queries, grievances, and escalations.
Drive service-level adherence (SLAs) and ensure smooth functioning of support operations.
Process Excellence & Optimization
Develop SOPs, scripts, and quality guidelines for customer interactions.
Implement quality assurance mechanisms to maintain high standards of support.
Use data-driven insights to improve processes, reduce churn, and enhance efficiency.
Stakeholder & Cross-Functional Collaboration
Work closely with Product, Sales, and Academic teams to align customer feedback with business decisions.
Act as a bridge between customers and internal teams, championing customer advocacy.
People Development & Coaching
Build career paths and development opportunities for executives and team leads.
Conduct regular training sessions on soft skills, product knowledge, and customer handling.
Manage performance reviews, feedback cycles, and attrition control.
Key Requirements
5-8 years of experience in Customer Success / Call Center / Contact Center / Customer Support operations.
Proven experience managing large customer-facing teams (30+ members).
Strong knowledge of contact center metrics, tools, and practices.
Data-driven mindset with ability to work with dashboards, reports, and analytics.
Excellent communication, problem-solving, and stakeholder management skills.
Experience in EdTech, BPO, or high-growth startup environments is highly preferred.
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