Legup is looking for an experienced Post-Sales Leader to build and lead our Post-Sales / Customer Success function.
The ideal candidate should have strong experience in the EdTech, Upskilling, or Online Learning industry, with a proven track record of managing teams, improving customer experience, driving learner engagement and building scalable post-sales processes.
The person will be responsible for ensuring that customers receive maximum value from our programs while driving retention, renewals, referrals and overall customer satisfaction.
Key Responsibilities
1. Team Leadership & Development
- Lead, mentor and manage the Post-Sales / Customer Success team.
- Set individual and team performance targets.
- Conduct regular performance reviews and provide actionable feedback.
- Identify skill gaps and conduct structured training and upskilling programs.
- Build a high-performance and customer-centric team culture.
2. Customer Success & Engagement
- Own the complete post-sales customer journey from onboarding to program completion.
- Ensure smooth customer onboarding and activation.
- Develop strategies to improve learner engagement and participation.
- Monitor customer feedback and identify opportunities to improve experience.
- Handle escalations and ensure timely resolution of customer concerns.
3. Retention & Revenue
- Develop strategies to improve customer retention and reduce churn.
- Drive renewals, upgrades, cross-sell and referral opportunities where applicable.
- Identify customer segments with higher churn risk and create intervention plans.
- Work closely with the Sales team to ensure a smooth transition from sales to post-sales.
4. Process & Operations
- Build and implement scalable Post-Sales SOPs and workflows.
- Establish clear processes for onboarding, engagement, escalation and retention.
- Use CRM and customer data to track and improve performance.
- Identify operational gaps and implement process improvements.
Prepare regular MIS and business reports for senior leadership. 6. Cross-Functional Collaboration
- Work closely with Sales, Marketing, Product, Operations and Training teams.
- Share customer insights with Product and Business teams.
- Coordinate with Sales to ensure proper handover of customers.
- Contribute to strategic decisions related to customer experience and business growth.
Required Skills & Experience
- 2+ years of relevant experience in EdTech, Upskilling, E-learning, SaaS or Customer Success.
- Prior experience managing Post-Sales / Customer Success teams.
- Strong people-management and team-building skills.
- Experience in training and upskilling sales/customer-facing executives.
- Strong understanding of customer lifecycle management.
- Good knowledge of retention and churn management.
- Robust analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Strong business acumen and ownership mindset.
- Ability to work in a fast-paced, target-driven environment.