Position Objective:

The Customer Success Team is responsible for delivering an exceptional experience to both learners and partner schools by ensuring successful onboarding, proactive engagement, timely support, high adoption, retention, and long-term customer success. The team collaborates closely with internal and external stakeholders to build lasting relationships, drive customer satisfaction, and maximize the value derived from HUBBLEHOX's products and services.

Roles & Responsibilities:

- Manage the end-to-end customer lifecycle, from onboarding to retention.
- Serve as the primary point of contact for learners, schools, teachers, and coordinators.
- Conduct proactive engagement through calls, emails, WhatsApp, webinars, and the LMS.
- Coordinate learner, school, teacher, and student onboarding activities.
- Plan and facilitate teacher training sessions, webinars, and orientation programmes.
- Monitor learner progress, school adoption, and course completion.
- Handle escalations, implement fixes, and prevent repeat issues.
- Drive customer satisfaction, retention, referrals, and brand advocacy.
- Support learner lifecycle activities including onboarding, engagement, milestone management, and graduation sessions.
- Resolve customer queries and escalations within defined SLAs.
- Collaborate with Academic, Sales, Product, Operations, Support, and partner teams.
- Support renewals,



engagement campaigns, and milestone activities.
- Maintain accurate records, engagement reports, feedback, and MIS dashboards.
- Collect customer feedback and recommend process improvements.
- Act as a HUBBLEHOX brand ambassador by delivering exceptional customer service and fostering long-term relationships.
- Support weekend (Saturdays/Sundays) events and learner engagements, with compensatory weekly offs.

Mandatory Skills:

- Excellent organizational, verbal, and written communication skills.
- Strong database management and reporting skills.
- A collaborative team player with solid interpersonal skills to work with multiple stakeholders.
- High customer centricity, empathy, and problem-solving ability.
- Quick learner, goal-driven, and proactive in a dynamic environment.

Knowledge / Desired Skills:

- Graduate with 5+ years of experience in customer service, customer experience, or learner success roles.
- Experience in EdTech or managing mid-senior level professional learners (teachers, managers, executives) preferred.
- Strong ownership, accountability, and responsiveness.
- Prior experience in inside sales, referrals management, or B2C customer success is desirable.
- Familiarity with CRM tools (e.g., Salesforce, Zoho, LSQ), LMS, or project tracking systems.

📌 Customer Success Executive (Mumbai)
🏢 Hubblehox Technologie
📍 Mumbai