Customer Success Manager
Pune | Full Time
We are building the future, one classroom at a time.
CleverGround is an education infrastructure startup and the creator of the largest global teaching-exclusive platform. We have enabled millions of educators in India and across the globe digitize their classrooms with our proprietary, mobile-first, classroom technology.
We are a team of young, enterprising leaders with experience working at some of India’s leading startups over the years. Innovation, ownership and passion is at the heart of everything we do and we are all unified by the single mission of democratizing education by empowering educators and enabling them to create impactful learning experiences.
Role and Responsibilities:
For this role, we are looking for someone just like you, who speaks well, means business and gets things done to become a part of our mission to help millions of teachers, content creators and institutes sell their courses online, increase revenue and have a better life.
- Driving product adoption & ensuring delightful experience for the customers via webinars, one-on-one calls, and nudges for key actions
- Observing key health indicators of customers (NPS, CSAT, GMV, #Courses, #Students, Session Length etc.) and taking necessary actions to improve them
- Knowing the product & customers’ main use-cases in-depth and assisting the customers with their business growth
- Driving company’s revenues by upselling, cross-selling and renewals
- Collate customer feedback and provide inputs for product improvements to the product team
- Goes without saying, good communication skills and will do whatever it takes to get the job done: happy and paying customers.
- 2-5 years experience as CSM or account manager in a SaaS company | EdTech SaaS experience is a bonus
- Working knowledge of Digital & Social Media Marketing such as youtube, FB, Google Analytics and, Insta Ads
- Working knowledge of excel and google sheets
Must-have mindsets and skillsets:
- Curiosity: If you are always keen on knowing more about how the customers use our product and learning new tools & skills, you’ll do your job much better.
- Hunger for growth: If you aspire for 10X growth in a year and are willing to do whatever it takes to get there, you’ll love working with us.
- Respect for systems: You’d need to follow, create & improve systems that work at scale and improve your efficiency & efficacy.
- Basic understanding of Digital & Social Media Marketing | Hands-on experience is a plus.
We are looking for engineers with “co-founder” mentality to join us and lead the building of a product that is changing the face of education like Uber changed urban mobility.
- It has taken us just over an year to onboard 8 Million users with a mere 12 strong engineering team
- This is due to the right problem selection and pure product & engineering focus instead of hard-selling
- We have built a massive suite of features to run classes on our platform that 10L+ teachers love to use
- Teachers and students interact live for over 30 million hours using our conferencing solution generating 4-petabyte data every month
- This scale could not be handled by any off-the-shelf solution, so we built our own implementation of video conferencing starting from WebRTC implementation to QOS based bandwidth control RFCs
- This is just one of the many things we are building from scratch: live whiteboard, live annotations, hand raise, etc
- 1,000 machines on the cloud churn out the class recordings that are available to students to run through 24×7
- 7. 60 Million events and 5 million notifications are sent every day between android/ios/web devices and our servers