About The Role You'll be the bridge between SetuAI and our users — students, parents, and institution admins.

Your goal is simple: ensure every user achieves their learning objectives and stays with us long-term. You'll handle onboarding, support escalations, renewal conversations, and everything in between. This is a high-ownership role with direct customer relationships and measurable impact on retention.

What you'll do Own the onboarding experience for new students, parents, and institutions

Proactively monitor usage data and reach out to at-risk accounts before they churn

Handle support escalations with empathy and urgency, coordinating with engineering when needed

Conduct regular check-ins with institution partners and coaching centres

Gather and synthesise customer feedback to inform the product roadmap

Build playbooks, help documentation, and self-serve resources for common issues What you bring 2+ years of customer success or account management experience

Robust written and verbal communication in English and Hindi





Comfortable with CRM tools and support software

Empathetic listener who can translate customer frustration into actionable feedback

Organised, detail-oriented, comfortable managing multiple relationships simultaneously Nice to have Not required — but these will make you stand out.

Experience in EdTech or a product used by students or parents

Background in education — teaching, tutoring, or academic counselling

Familiarity with Intercom, Freshdesk, or similar support platforms What we offer ★Competitive salary

★Front-row seat to how a SaaS startup scales customer operations

★₹30,000/yr learning stipend

★Health insurance

★Hybrid setup in Pune Our hiring process Fast, transparent, and respectful of your time. 01 2 days Application Review 02 30 min Initial Assesment Call 03 2–3 days Skills Assessment 04 1 hour Final Interview Apply for this position

📌 Customer Success Manager (Pune)
🏢 Setu AI
📍 Pune