Job Description

Role Summary:

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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.

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Key Responsibilities:

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- Own post-sales relationship with therapists, centres, and institutional clients (schools, CSR, DEICs).
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- Lead onboarding & training for therapists and parents — ensure smooth product adoption.
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- Track usage analytics, measure impact, and proactively address churn risks.
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- Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.
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- Drive renewals, upsells, and referrals, maintaining a strong LTV/CAC ratio.
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- Build therapist "ambassador" programs for micro-distribution.
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- Support in drafting case studies and success stories for marketing & CSR visibility.
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- Conduct periodic customer health reviews with dashboards (usage, satisfaction, feedback).
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Profile Requirements:

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- 5–8 years in Customer Success & Pre Sales in SaaS, EdTech, or HealthTech.
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- Excellent stakeholder management across B2B (centres/schools) and B2C (parents).
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- Understanding of early intervention, therapy, or special education ecosystem preferred.
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- Solid analytical mindset — ability to read data and act on insights.
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- Empathetic communicator — able to handle emotionally sensitive parent interactions.
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KPIs:

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- Retention Rate (>85%)
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- NPS improvement quarter-over-quarter
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- Upsell / referral conversions
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- Active usage per therapist/centre
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📌 Customer Success Manager (Hyderabad)
🏢 CognitiveBotics
📍 Hyderabad