Customer Relations Manager

Job Title: Student Success Manager (SSM)

Location: Work from Home

Job Type: Full-Time | Night Shift ( 5 day working)

Compensation: Up to 5.5 LPA

About the Company

98thPercentile is a leading USA-based EdTech company on a mission to transform education through innovative, technology-driven solutions. We deliver high-quality online learning programs for students in the USA, empowering them to achieve academic and personal excellence.

Role Overview

As a Student Success Manager (SSM) , you will be responsible for ensuring the success and satisfaction of students and parents across our US-based programs. You will act as the primary point of contactguiding students from enrolment through program completionwhile also contributing to business growth through upselling and cross-selling opportunities.

Key Responsibilities

• Serve as the trusted advisor for students and parents enrolled in our US-based programs.
• Onboard new students, ensuring smooth transitions and clarity on program expectations.
• Provide ongoing support by addressing academic concerns, feedback, and queries.
• Track student progress, share insights with parents, and recommend solutions to maximize outcomes.
• Collaborate with faculty, support, and product teams to deliver an outstanding learning experience.
• Identify opportunities to upsell or cross-sell additional programs aligned with student goals.
• Ensure high retention rates by building strong, long-term relationships with families.

Requirements

• Excellent verbal and written communication skills in English.
• Strong interpersonal skills and empathy to build trust with parents and students.
• Prior experience in Customer Success, Academic Counselling, or EdTech sales preferred.
• Ability to work in US time zones (night shift).