Function: Customer Management Team
Department: Customer Success & Retention
Location: Bangalore East (Field Team)

About Kreedo
At Kreedo, we partner with schools to build joyful and impactful early learning experiences. We combine curriculum, teacher capability, and implementation excellence to create measurable outcomes for schools and students.
About the Role
As a Zonal Manager - Customer Success Team, you will lead a team of Customer Success Managers and own revenue growth and customer retention across your zone. You will run the renewal and collections pipeline, coach your team to consistent performance, and step into the escalations and negotiations that decide whether accounts stay and grow.
Drive regional revenue growth and customer retention by leading the CSM team, owning renewal pipelines, managing team performance, and ensuring quality forecasting, collections, and account health across the zone.
Key Responsibilities
● Run structured reviews of the CSM renewal, collections, and upsell pipeline, challenging optimistic forecasts so regional numbers stay reliable.




● Coach CSM’s through 1:1s, structured feedback, and skill-gap reviews, lifting weaker performers rather than leaning on the strongest.
● Resolve client escalations and churn risks, stepping into tough negotiations and coordinating with Service Delivery and Ops to close them out.
● Monitor visit effectiveness and own schedule planning across the zone so customer-facing time is both compliant and productive.
Key Result Areas (KRAs)
● Customer retention / Renewal % / Retrievals
● Revenue growth (upsell / cross-sell)
● Forecasting - Renewals, Collections, Upsell
● Collections % vs target
● Product skill score (for upsell capability)
● Visit compliance %
What Positive Looks Like
● Runs the business, not just the team - knows cluster numbers daily.
● Spots risks early - no surprise churn or overdue escalations.
● Drives collections discipline across all CSM, not just top performers.
● Coaches the team
● Ch

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