Customer Success Manager (CSM)

Company: IITPlanet.com

Role: Customer Success Manager

Employment Type: Full-Time / Part-Time

Location: Hyderabad / Work From Home

Working Hours: 12:00 PM – 9:00 PM

About IITPlanet.com

IITPlanet.com is an online education platform focused on personalised academic learning, live classes, student mentoring, practice, assessments, and continuous academic support for students from Classes 6–12 and competitive examinations.

Role Overview

We are looking for a Customer Success Manager who will take complete ownership of the student and parent journey after admission. The CSM will ensure smooth class execution, regular communication, student satisfaction, issue resolution, retention, and overall customer success.

Key Responsibilities

- Act as the primary point of contact for assigned students and parents.
- Ensure students receive their scheduled classes without disruption.
- Monitor daily class schedules, attendance, cancellations, missed classes, and rescheduling.
- Coordinate with teachers and the academic/operations teams to resolve class-related issues.
- Maintain regular communication with parents regarding student progress and concerns.
- Handle customer complaints and escalations professionally and within defined timelines.
- Monitor student academic progress, engagement, attendance, and feedback.
- Collect regular feedback from students and parents.
- Identify students who require additional academic or operational support.
- Coordinate teacher changes, timing changes, make-up classes, and other service requirements.
- Maintain accurate records of all student interactions, complaints, resolutions, and follow-ups.
- Follow up on pending issues until complete resolution.
- Work closely with the sales team for renewals, upselling, and cross-selling wherever appropriate.
- Identify opportunities to improve customer satisfaction and student retention.
- Track customers at risk of discontinuing and take appropriate retention actions.




- Prepare daily/weekly customer-success reports for management.
- Ensure company policies and processes are properly communicated to customers.
- Coordinate with internal departments to ensure a smooth end-to-end student experience.

Performance Responsibilities The CSM will be responsible for key customer-success metrics including:
- Student retention
- Customer satisfaction
- Class execution percentage
- Attendance and engagement
- Escalation resolution time
- Parent/student feedback
- Renewal rate
- Upselling and cross-selling
- Reduction in cancellations
- Timely follow-up and issue closure

Required Skills
- Excellent communication skills in English.
- Strong customer-handling and relationship-management skills.
- Good problem-solving ability.
- Ability to handle difficult customers calmly and professionally.
- Strong follow-up and coordination skills.
- Positive organisational and time-management skills.
- Comfortable working with Excel/Google Sheets and CRM/management portals.
- Ability to work with teachers, students, parents, sales, and academic teams.
- Ownership mindset and willingness to take responsibility until an issue is completely resolved.

Preferred Experience
- 1–3 years of experience in Customer Success, Customer Support, Client Relationship Management, EdTech, or a similar role.
- Freshers with strong communication and customer-handling skills may also be considered.

Compensation ₹15,000 – ₹20,000 per month, depending on experience and performance.

What We Expect The CSM should not simply respond to complaints. The role requires proactive customer management—identifying problems before they become escalations, maintaining strong parent relationships, ensuring consistent academic service, and helping students continue their learning journey successfully.

Regards,

IITPlanet.com

Powered by GSNA Education Pvt Ltd

Pay: ₹5,000.00 - ₹10,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund

Work Location: Hybrid remote in Hyderabad, Telangana 500099

📌 Customer Service Representative (Full-time)(WFH)
🏢 iitplanet.com
📍 Hyderabad