We are looking for a proactive and student-focused Customer Success Associate to join our
UG Counselling team. The ideal candidate will be responsible for ensuring a smooth student journey by managing onboarding, resolving concerns, tracking engagement with value-added services, and maintaining high student satisfaction levels.
This role requires strong communication skills, empathy, ownership, and the ability to coordinate effectively with cross-functional teams. Key Responsibilities
Manage student onboarding and ensure a seamless onboarding experience
Act as the primary point of contact for students and parents during the initial journey
Collect user feedback regularly and ensure grievances/issues are resolved promptly through coordination with relevant internal teams
Track student engagement and progress across value-added services to ensure timely completion and participation
Maintain high levels of student satisfaction and relationship management
Collect and monitor CSAT (Customer Satisfaction) and NPS (Net Promoter Score)
feedback
Identify areas of improvement in the student experience and share actionable insights with internal teams
Ensure timely follow-ups and consistent communication with students and parents Requirements
1–2 years of experience in Customer Success, Student Success, or Client Servicing roles
Solid ownership mindset and problem-solving ability
Excellent user empathy and relationship management skills
Good command of written and verbal English communication
Bachelor’s degree in any discipline
Ability to coordinate effectively with multiple teams in a fast-paced environment Work Mode
Hybrid role
2 days work from office
Location: Nariman Point, Mumbai Preferred Skills
Experience working in EdTech or student-facing roles is a plus
Comfortable handling feedback, escalations, and student coordination