Role Summary:

The Customer Success Manager acts as the bridge between

sales, product, and retention , ensuring CognitiveBotics’ customers — therapists, centres, schools, and parents — derive maximum value from the platform. The CSM will oversee onboarding, adoption, satisfaction, renewal, and advocacy, aligning customer insights with product evolution.

Key Responsibilities:

Own

post-sales relationship

with therapists, centres, and institutional clients (schools, CSR, DEICs).Lead

onboarding & training

for therapists and parents — ensure smooth product adoption.Track

usage analytics , measure impact, and proactively address churn risks.Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.Drive

renewals, upsells, and referrals ,



maintaining a solid LTV/CAC ratio.Build therapist “ambassador” programs for micro-distribution.Support in drafting case studies and success stories for marketing & CSR visibility.Conduct periodic

customer health reviews

with dashboards (usage, satisfaction, feedback).

Profile Requirements:

5–8 years in

Customer Success & Pre Sales

in SaaS, EdTech, or HealthTech.Excellent stakeholder management across

B2B (centres/schools) and B2C (parents) .Understanding of early intervention, therapy, or special education ecosystem preferred.Strong analytical mindset — ability to read data and act on insights.Empathetic communicator — able to handle emotionally sensitive parent interactions.

KPIs:

Retention Rate (>85%)NPS improvement quarter-over-quarterUpsell / referral conversionsActive usage per therapist/centre

📌 Customer Success Manager (Mumbai)
🏢 CognitiveBotics
📍 Mumbai