Customer Success Manager

Position Objective
Lead and develop the Student Success team to deliver outstanding student learning experiences while achieving sustainable business growth through Renewal, Early Renewal, Upgrade, and Referral initiatives. This role is responsible for driving team performance, operational excellence, people development, and KPI achievement.
Key Responsibilities
1. Team Management
• Lead and manage a team of 10-12 Student Success Consultants.
• Allocate student portfolios, balance workloads, and monitor individual performance.
• Coach, mentor, and develop team members through call coaching, case reviews, performance reviews, and regular one-on-one meetings.
• Develop individual development plans (IDPs), monitor progress, and implement Performance Improvement Plans (PIPs) when necessary.
• Support recruitment, onboarding, and training to ensure new team members achieve productivity targets.
2. Student Success Operations & Service Quality
• Ensure the team consistently follows Student Success SOPs and operational standards.
• Monitor student onboarding, learning progress, and ongoing engagement throughout the learning journey.
• Track key learning metrics, including:
o Attendance
o Learning Frequency
o Lesson Completion
o Student Engagement
o Retention
• Handle escalated parent and student concerns, complaints, and complex service issues.
• Collaborate closely with Academic, Operations, Sales, and other cross-functional teams to continuously improve the customer experience.
3. Revenue Management & Business Performance
• Own the team's revenue KPIs, including:
o Renewal
o Early Renewal
o Upgrade
o Referral
• Monitor pipeline health, sales forecasts, and daily, weekly, and monthly revenue performance.
• Analyze business data to identify growth opportunities and develop action plans to improve results.
• Ensure the team achieves targets for:
o Revenue
o Renewal Rate
o Conversion Rate
o Average Order Value (AOV)
• Support team members in managing high-value accounts and complex renewal opportunities.
4. Data Management & Reporting
• Ensure CRM and LMS records are accurate, complete, and up to date.
• Monitor operational dashboards and analyze team performance data.
• Prepare regular reports covering:
o Team Performance
o Revenue
o Student Retention
o Sales Forecast
o Referral Performance
• Recommend data-driven initiatives to improve operational efficiency and business performance.
5. People Development
• Foster a positive, high-performance, and collaborative team culture.
• Monitor employee engagement, productivity, and retention.
• Conduct regular team meetings, one-on-one coaching sessions, and training programs.
• Partner with HR on recruitment, probation evaluations, talent development, and succession planning.