Head of Customer Success

PRISM Learning is the company behinde-GMAT the brand that pioneered online test prep in the GMAT space and remains the undisputed #1 prep company in this category.

Founded by alumni of IIT Delhi and BITS Pilani, e-GMAT was built at the intersection of learning science, pedagogy, data, and technology. Our co-founder Payal Tandonthe world's #1 GMAT instructorhas guided tens of thousands of students to their target scores. But here's what sets us apart: rather than scaling through more instructors, we've translated her expertise and proven learning pedagogy directly into our AI-powered products. Every student gets the benefit of world-class instruction, delivered through technology that adapts to how they learn.

The result:over the last five years, e-GMAT has sent more students to M7 business schools and ISB than any other prep company in the world.

Here's what makes us different:we serve 10,000+ paying students every year with a team of just 10 people. That's not a typo. It's what happens when you encode deep pedagogical expertise into technology, and relentlessly build AI-powered systems and unified work processes instead of throwing headcount at problems. And we're just getting started.

Our vision is to become a 25-person company serving 100,000 paying students within two years. We're expanding beyond GMAT into SAT, GRE, and other assessmentsand we're looking for builders who want to change the way people learn by leveraging tech and AI.

Let's be direct: this is not a comfortable job.

You'll be leading Customer Success across GMAT, GRE, SAT, and other test prep productsresponsible for the outcomes of thousands of students who are counting on us to help them get into their dream schools. When a student struggles, it's on you to figure out why and fix it. When retention dips, you own it. When systems break, you build better ones.

We're a 10-person team serving 10,000+ students. There's no hiding behind layers of management, no passing problems to "another department." You will work hardharder than you have in most rolesbecause every decision you make has real, visible impact.

This role is for you if:

• You thrive under pressure and actually enjoy solving hard problems
• You've consistently been the hardest-working person on your teamand it energizes you
• You want ownership, not just responsibility
• You're excited by the idea of building systems that scale, not managing the status quo
• You believe great outcomes require intensity, and you're willing to bring it every day

This role is NOT for you if:

• You're looking for work-life balance as your primary criterion
• You prefer well-defined processes over ambiguity
• You want to manage people more than solve problems
• You need external validation to stay motivated
• You see "customer success" as a support function, not a strategic lever

If you're still reading and feeling energized rather than intimidatedkeep going.

You'll own end-to-end customer success across all products and lead a team focused on student outcomes and retention. But this role sits at the intersection of operations, product, and technologyso your scope extends well beyond traditional customer success.

Your responsibilities:

• Build and manage a high-performing customer success team with clear metrics for satisfaction, engagement, and retention
• Develop proactive systems to identify at-risk students and intervene before they churn
• Partner with senior subject matter experts to translate customer feedback into product improvements
• Collaborate with the tech team to build AI-powered systems for engagement, support automation, and success prediction
• Create scalable processes that improve outcomes without proportionally increasing headcount
• Identify operational bottlenecks and design systematic solutions using data
  

Background & Experience

• MBA from a top-tier institute:
• India: IIMs, ISB, XLRI, FMS, MDI, SP Jain, IITs
• US: Kenan-Flagler, Kelley, Tepper, McCombs, Ross, Fuqua, Booth, Kellogg, Wharton, HBS, Stanford GSB, MIT Sloan
• Europe: INSEAD, LBS, HEC Paris, IESE, Cambridge Judge, Oxford Sad, IE Business School
• 38 years of experience in operations, customer success, consulting, or a metrics-driven role
• Track record of solving complex problemswe want to hear about 34 specific challenges you've tackled and how you approached them
• Experience outside test prep is preferredwe value fresh perspectives

Technical & Analytical

• Comfortable working with AI tools and building workflows using AI
• Strong analytical skills with the ability to extract insights from data
• Systems thinker who can design processes that scale
  

Compensation: 40 lakhs total (base + bonus + equity)

Location: Bangalore, India (in-office this is not a remote position)

Send us:

1. Your resume
2. A Loom video (up to 5 minutes) walking us through a complex operational problem you solvedwhat was the situation, what did you do, what was the outcome, and what did you learn from it

Upload your video to Loom and include the link in your application

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PRISM Learning is an equal opportunity employer. We evaluate candidates based on capability and potential, not background or pedigree.