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 robust 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-quarter
- Upsell / referral conversions
- Active usage per therapist/centre

📌 Customer Success Manager (Secunderabad)
🏢 CognitiveBotics
📍 Secunderabad