Customer Success Associate

Customer Success Associate UG Counselling

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

• 12 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