Customer Success Manager (CSM)

Classe365

Location: Remote / India

Employment Type: Full-time

Experience: 2–5 years in Customer Success, SaaS, Account Management, or Education Technology

About Classe365

Classe365 is an all-in-one Student Information System (SIS), Learning Management System (LMS), CRM, and student lifecycle management platform designed for educational institutions around the world.

We help schools, colleges, universities, academies, training organisations, and education providers manage their entire student lifecycle—from admissions and enrolment through learning, fees, graduation, and alumni engagement.

As we continue to grow globally, we are looking for a highly motivated Customer Success Manager to help our customers get maximum value from the Classe365 platform.

The Role

As a Customer Success Manager, you will be the primary relationship owner for a portfolio of Classe365 customers.

Your job is to ensure customers successfully implement, adopt, and continuously get value from Classe365.

You will work closely with customers to understand their goals, guide them through the platform, identify opportunities to improve adoption, and proactively address risks before they become problems.

This is a highly customer-facing role that requires strong communication, product knowledge, problem-solving skills, and commercial awareness.

What You Will Own

· Customer onboarding and implementation

· Customer adoption and engagement

· Customer relationships and satisfaction

· Product training and enablement

· Customer retention and renewal

· Identifying expansion and upsell opportunities

· Customer feedback and product advocacy

· Customer health and risk management Key Responsibilities1.

Customer

Onboarding

· Manage new customers through the Classe365 onboarding journey.

· Understand each institution's requirements, workflows, and implementation goals.

· Help customers configure their academic structure, users, courses, students, fees, LMS, CRM, and other relevant modules.

· Conduct onboarding sessions, product demonstrations, and training.

· Ensure customers reach key implementation and adoption milestones.

· Work with internal teams to resolve implementation blockers.

2.

Customer

Adoption

· Proactively monitor customer usage and engagement.

· Identify customers who are under-utilising key features or modules.

· Develop adoption plans to help customers get greater value from Classe365.

· Conduct regular product training and enablement sessions.

· Introduce customers to current features, product improvements, and relevant workflows.

· Encourage customers to adopt Classe365 as a core part of their institutional operations.

3.

Relationship

Management

· Build strong, trusted relationships with administrators, academic staff, IT teams, finance teams, and decision-makers.

· Understand each customer's business and operational objectives.





· Act as the customer's internal advocate within Classe365.

· Conduct regular check-ins and business reviews with key customers.

· Maintain accurate customer records, notes, health status, and action plans.

- Retention & Customer Health

· Proactively identify customers who may be at risk of churn.

· Monitor customer health indicators such as product usage, engagement, unresolved issues, and stakeholder sentiment.

· Develop and execute recovery plans for at-risk accounts.

· Ensure renewal conversations begin well before the renewal date.

· Work with the leadership and sales teams on strategic or high-value accounts.

- Expansion & Revenue Growth

· Identify opportunities for customers to adopt additional Classe365 modules, users, or services.

· Understand customer requirements and recommend appropriate solutions.

· Identify potential upsell and cross-sell opportunities and coordinate with the sales team where appropriate.

· Help customers understand the business value of expanding their use of Classe365.

6.

Product

Feedback

· Gather structured feedback from customers.

· Identify recurring customer problems, feature requests, and workflow gaps.

· Communicate meaningful insights to Product and Engineering teams.

· Help prioritise customer feedback based on business impact and customer demand.

· Keep customers informed about relevant product developments.

7.

Customer

Advocacy

· Identify successful customers who can become advocates for Classe365.

· Support customer testimonials, case studies, reviews, referrals, and other advocacy initiatives.

· Build strong relationships with customers who can act as references for prospective customers.

What We're Looking ForEssential

· 2–5 years of experience in Customer Success, Account Management, SaaS, EdTech, or a similar customer-facing role.

· Excellent verbal and written communication skills.

· Strong ability to build relationships with customers.

· Comfortable conducting online meetings, product demonstrations, and training sessions.

· Strong organisational and follow-up skills.

· Ability to manage multiple customers and priorities simultaneously.

· Strong problem-solving and analytical skills.

· Comfortable learning and explaining complex software products.

· Customer-first mindset with strong ownership and accountability.

· Ability to work independently in a remote environment.

Nice to Have

· Experience working with SaaS products.

· Experience in EdTech, Student Information Systems, LMS,



CRM, or education technology.

· Experience working with educational institutions.

· Understanding of student lifecycle processes such as admissions, enrolment, attendance, assessments, fees, and graduation.

· Experience with tools such as Intercom, HubSpot, Salesforce, Zendesk, or similar platforms.

· Experience working with international customers.

· Experience managing renewals, upsells, or expansion revenue.

The Ideal

Candidate

You are someone who

· Takes ownership rather than waiting for customers to ask for help.

· Is naturally curious and enjoys understanding how customers work.

· Can explain complicated software in a simple way.

· Is comfortable talking to both frontline users and senior decision-makers.

· Spots problems before they become escalations.

· Follows through on commitments.

· Is commercially aware without being overly sales-driven.

· Enjoys technology and learning new products.

· Can manage a large portfolio of customers without losing the personal touch.

· Measures success by customer outcomes, adoption, retention, and satisfaction.

How Success Will Be Measured

Your performance will be measured against a combination of customer and business outcomes, including:

· Customer retention / renewal rate

· Customer churn

· Product adoption and usage

· Onboarding completion

· Time-to-value

· Customer health scores

· Customer satisfaction / CSAT

· Expansion and upsell opportunities

· Number of successful customer reviews, referrals, and case studies

· Response and resolution of customer issues

· Completion of customer success plans and follow-ups Working at Classe365

At Classe365, you will work with a global customer base and a product that sits at the heart of our customers' daily operations.

You will have the opportunity to:

· Work with educational institutions across different countries and markets.

· Develop deep expertise in SaaS and EdTech.

· Work closely with Product, Engineering, Sales, Marketing, and Leadership.

· Have a direct impact on customer retention and company growth.

· Help shape how we build and deliver Customer Success at a growing global SaaS company.

Why Join Classe365?

Global Impact

Work with education organisations around the world.

Product Ownership

Your customer insights will directly influence product improvements.

Growth Opportunity

Develop your career across Customer Success, SaaS, EdTech, and account management.

High Ownership

We value people who take initiative, solve problems, and get things done.

Remote & Global

Work with a distributed team and international customers.

The Short

Version

If you love helping customers succeed with technology, enjoy solving problems, and want to work with a global SaaS product that is transforming how educational institutions operate, we'd love to hear from you.

📌 Customer Success Manager (Mysuru)
🏢 Classe365
📍 Mysuru