Customer Success Manager

Job Description – Customer Success Manager (Work From Home)Company: IITPlanet

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Position: Customer Success Manager (CSM)

Employment Type: Full-Time

Work Mode: Work From Home

Salary: ₹5,000 – ₹10,000 per month

Additional Benefits: Performance-based monthly incentives on successful renewals.

About IITPlanetIITPlanet is an online education platform providing personalised live classes for students from Grades 6–12, JEE, NEET and other competitive examinations.

Roles & Responsibilities1. Student & Parent Relationship Management

• Maintain regular communication with existing students and parents.
• Handle customer queries through phone calls and WhatsApp.
• Ensure a smooth and satisfactory learning experience.
• Build strong relationships with customers to improve retention.

2. Class Scheduling & Coordination

• Coordinate daily class schedules between students and teachers.
• Monitor scheduled, completed, cancelled and missed classes.
• Ensure classes are conducted as per the agreed timetable.
• Coordinate rescheduling and teacher replacements whenever required.

3. Customer Support & Escalation Management

• Handle parent and student complaints professionally.
• Resolve academic and operational concerns.
• Coordinate with teachers and internal teams to close escalations.
• Follow up on pending issues until resolution.

4. Renewals & Revenue Generation

• Follow up with existing customers regarding course renewals.
• Identify renewal opportunities and convert interested customers.
• Explain course benefits and available academic programmes.
• Generate additional revenue through renewals, upselling and cross-selling.
• Maintain regular follow-ups with customers whose courses are nearing completion.

5. Feedback & Customer Retention

• Conduct regular feedback calls with parents and students.
• Collect feedback regarding teachers, classes and academic progress.
• Identify dissatisfied customers and take corrective action.
• Focus on reducing customer dropouts and improving retention.

6. Daily Reporting & Operations

• Maintain daily customer follow-up reports.
• Track class execution and pending schedules.
• Maintain renewal, escalation and feedback records.
• Submit daily performance reports to management.
• Required SkillsExcellent communication skills in English, Telugu and Hindi.
• Strong convincing and customer-handling abilities.
• Good telephone etiquette and follow-up skills.
• Basic knowledge of MS Excel, Google Sheets and CRM tools.
• Ability to manage multiple customers simultaneously.
• Target-oriented, responsible and self-motivated.
• EligibilityAny Graduate or Postgraduate.
• Freshers and experienced candidates can apply.
• Experience in customer support, customer success, sales or education is preferred.
• Must have a laptop, smartphone and stable internet connection.
• Salary & Incentive StructureFixed Monthly Salary: ₹5,000 – ₹10,000 based on experience and performance.
• Renewal Incentives: Additional performance-based incentives for successful student renewals.
• Incentive Payout: Incentives will be calculated and released monthly.
• No upper limit on earning potential, subject to the applicable incentive policy.

1. Key Performance Indicators (KPIs)Number of successful student renewals.
2. Renewal conversion percentage.
3. Customer retention rate.
4. Student and parent satisfaction.
5. Class execution and scheduling accuracy.
6. Escalation resolution time.
7. Daily follow-up and reporting discipline.
8. Upselling and cross-selling revenue.

Application DetailsInterested candidates can share their updated resumes at:

Email: hr@iitplanet.com.

Regards,

HR Department

IITPlanet