Customer Success Associate

Job description

**About the Role** We are looking for a proactive and student-focused Customer Success Associate to join our UG Counselling team. The ideal candidate will be responsible for ensuring a smooth student journey by managing onboarding, resolving concerns, tracking engagement with value-added services, and maintaining high student satisfaction levels. This role requires strong communication skills, empathy, ownership, and the ability to coordinate effectively with cross-functional teams. **Key Responsibilities** - Manage student onboarding and ensure a seamless onboarding experience - Act as the primary point of contact for students and parents during the initial journey - Collect user feedback regularly and ensure grievances/issues are resolved promptly through coordination with relevant internal teams - Track student engagement and progress across value-added services to ensure timely completion and participation - Maintain high levels of student satisfaction and relationship management - Collect and monitor CSAT (Customer Satisfaction) and NPS (Net Promoter Score) feedback - Identify areas of improvement in the student experience and share actionable insights with internal teams - Ensure timely follow-ups and consistent communication with students and parents **Requirements** - 1-2 years of experience in Customer Success, Student Success, or Client Servicing roles - Strong ownership mindset and problem-solving ability - Excellent user empathy and relationship management skills - Good command of written and verbal English communication - Bachelors degree in any discipline - Ability to coordinate effectively with multiple teams in a fast-paced environment **Work Mode** **Hybrid role** **2 days work from office** **Location: Nariman Point, Mumbai** **Preferred Skills** - Experience working in EdTech or student-facing roles is a plus - Comfortable handling feedback, escalations, and student coordination - Strong organizational and follow-up skills