Associate Director: Customer Success

Role Overview

We are looking for an experienced Associate Director Customer Success to lead large-scale customer and operations teams at Unacademy. This role owns the end-to-end learner and educator experience, drives operational excellence, and partners closely with Product, Tech, and Business teams to improve key CX and revenue-impacting metrics.

This is a high-ownership role for someone who has scaled complex, ops-heavy customer success functions in a fast-paced consumer tech environment.

Key Responsibilities

Own end-to-end Customer Success & Support operations across multiple channels (chat, email, bot, calling)

Drive core CX metrics including CSAT, NPS, FRT, Resolution TAT, and escalation SLAs

Lead product and business operations that enable revenue, pricing, offers, and go-to-market execution,

Build and scale processes, automation, and internal tooling to improve efficiency and quality

Manage large, cross-functional teams and senior stakeholders across Product, Tech, Finance, Legal, and Business

Run regular performance reviews and drive continuous improvement across customer-facing and value offerings

What Were Looking For

1014 years of experience in Customer Success, Support, CX, Operations, or Program Management

Proven experience managing large teams (50+ members) in B2C or marketplace businesses

Data-driven, execution-focused leader comfortable with ambiguity and scale

Experience in EdTech, Consumer Internet, or high-growth startups preferred