We're Hiring | Customer Success Lead – Pan India OperationsCompany: Studium Tech Pvt. Ltd.

Location: Pune HQ

Experience: 3-5 Years

Function: Customer Success & Operations

Role Type: Full time | Leadership Position

About StudiumStudium is a fast-growing EdTech SaaS company building an Institutional Excellence Platform for higher education institutions across India.

Our platform helps universities, engineering colleges, and business schools streamline institutional data management, accreditations, rankings, and quality assurance through technology, intelligence, and process-driven workflows.

As we expand our presence across India, we are looking for a dynamic, process-driven, and people-centric Customer Success Lead to take ownership of our nationwide customer success operations.

About the RoleThis is a critical leadership position with strong operational ownership.

We are looking for someone who can build and manage high-performing teams, strengthen long-term client relationships, standardize operational processes, and leverage technology to deliver a consistent and exceptional customer experience.

The ideal candidate is someone who enjoys working with people, understands complex products quickly, and can transform growing operations into structured, scalable systems.

Key Responsibilities1. Pan-India Customer Success Leadership

- Lead and manage Customer Success teams operating across multiple cities and states in India.
- Drive accountability, performance, and service excellence across regional teams.
- Ensure consistency in customer experience, onboarding, implementation, and ongoing support.
- Hire, mentor, train, and expand Customer Success teams as business requirements evolve.

2. Customer Relationships & Success

- Build and nurture strong, long-term relationships with institutional leadership and key stakeholders.
- Act as a strategic point of contact for critical customer engagements and escalations.




- Ensure high levels of customer satisfaction, product adoption, retention, and account health.
- Develop a deep understanding of customer expectations, challenges, and success outcomes.

3. Process Excellence & Operational Scalability

- Define, design, document, and implement standardized operating processes across the Customer Success function.
- Establish SOPs, operational frameworks, reporting structures, escalation matrices, and performance benchmarks.
- Identify inefficiencies and implement technology-driven solutions to automate and streamline workflows.
- Introduce industry best practices in Customer Success, implementation, and service delivery.
- Build scalable systems that support rapid organizational growth without compromising customer experience.

4. Product Expertise & Cross-Functional Collaboration

- Develop in-depth knowledge of Studium's platform, modules, workflows, and institutional use cases.
- Work closely with Product, Design, Technology, and Marketing teams through structured weekly reviews.
- Ensure seamless customer onboarding, implementation, training, and adoption.
- Translate customer feedback into actionable product and process improvements.
- Coordinate internal teams to ensure timely resolution of customer requirements.

5. Performance Management & Continuous Improvement

- Define and monitor Customer Success KPIs, including onboarding timelines, adoption, customer satisfaction, retention, and issue-resolution efficiency.
- Establish structured review mechanisms, dashboards, and management reporting.




- Proactively identify operational risks and implement corrective actions.
- Continuously improve team productivity, customer engagement, and overall operational efficiency.

What We're Looking For
- 3-5 years of relevant experience in Customer Success, Customer Operations, SaaS Implementation, Service Delivery, or Operations Management.
- Proven experience managing teams, preferably across multiple locations.
- Robust interpersonal, relationship-building, and stakeholder management skills.
- Excellent ability to understand complex technology products and business workflows quickly.
- A highly process-oriented mindset with experience building SOPs and scalable operational systems.
- Familiarity with CRM platforms, automation tools, workflow management systems, and customer success metrics.
- Strong ownership, problem-solving, decision-making, and execution capabilities.
- Ability to work effectively with cross-functional teams in a fast-growing environment.
- Willingness to travel across India when required.

Preferred, but Not Mandatory:

- Experience in B2B SaaS, Enterprise Software, EdTech, or Higher Education.
- Exposure to customer onboarding, implementation, and post-sales account management.
- Experience building or scaling Customer Success operations.

Candidates with strong fundamentals in operations, people management, and process excellence are encouraged to apply, even without prior experience in the higher education domain. What Makes This Role Exciting?

- Own and shape the Customer Success function of a growing technology company.
- Lead distributed teams and build scalable operations across India.
- Work directly with leadership on critical operational and strategic initiatives.
- Build meaningful relationships with some of India's leading higher education institutions.
- Drive technology adoption, operational excellence, and measurable customer outcomes.

📌 Customer Success Manager (Pune)
🏢 Studium
📍 Pune