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.
Solid 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