About the Role We’re looking for an Assistant Manager, Customer Success to own the parent-and-student relationship from onboarding through renewal. This is a retention-first, commercially-minded role: you’ll be the trusted point of contact for a portfolio of families, responsible for keeping students engaged, parents confident, and renewals flowing. Success is measured not by activity but by outcomes — attendance, learning progress, refund prevention, and a renewal rate as per industry standards The ideal person sits at the intersection of customer care and sales. You genuinely enjoy building relationships with parents, you’re comfortable having commercial conversations about renewals and packages, and you treat every family’s lifetime value as your personal responsibility.

Key Responsibilities Own the renewal (primary mandate) Take end-to-end ownership of the renewal process for your assigned portfolio of families — from early-stage nurturing to closing the renewal before expiry. Consistently achieve valuable

renewal rate





as per industry standards Proactively identify at-risk families ahead of renewal dates and run save / win-back plays. Position packages, add-ons, and upgrades that match each student’s learning journey. Manage parent relationships & queries Serve as the primary point of contact for parents, resolving queries around scheduling, tutors, curriculum, billing, and progress promptly and empathetically. Build trust through proactive, regular communication rather than reactive support. Drive engagement — attendance & homework Track student attendance and homework completion across your portfolio; flag drop-offs early. Intervene when engagement dips, coordinating with tutors and operations to get students back on track — because engagement is the leading indicator of renewal. Prevent refunds & reduce churn Own refund prevention: identify dissatisfaction early, understand the root cause, and resolve it before a parent requests a refund. Negotiate and de-esca

📌 Assistant Manager – Customer Success (Mumbai)
🏢 ACE Academy by LingoAce
📍 Mumbai