About The Role

You'll be the bridge between SetuAI and our users — students, parents, and institution admins. Your goal is easy: 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
Strong 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