Job Description

Job descriptionPosition: Customer Success & Expansion Lead - Holistic Progress Card (HPC)Contract: Full-timeLocation: India (Remote or Hybrid)About This Role:We are looking for a hands-on, high-ownership Customer Success leader to drive implementation, engagement, renewal and expansion for our flagship Holistic Progress Card (HPC) product.What You'll Do:Customer On-boarding & Implementation:- Own end-to-end on-boarding of schools: setup, training, baseline assessments.- Build and manage on-boarding playbooks and success plans.Adoption & Engagement:- Monitor product usage, identify gaps and intervene proactively.- Build a "school success score" to track risk and opportunity.- Manage ongoing teacher training and school coordinator engagement.Retention & Expansion:- Lead renewal conversations with clear value stories and outcomes.- Identify and pitch expansion paths (e.g., personalised workbooks, KinderPass services, bootcamps).- Work closely with Inside and Field Sales teams to cross-sell and upsell.Build Systems & Team:- Set up CS tools and dashboards (CRM, WhatsApp nudges, reports, etc.).- Hire and manage a small team of CS Associates as we scale.About You: - 4-8 years in Customer Success, Account Management or Implementation (EdTech/SaaS preferred). - Strong project management skills - you can manage multiple school accounts simultaneously without compromising quality. - Ability to zoom in and zoom out: deep into execution, up into strategy. - Excellent communicator in English and at least 1 Indian language. - Data-driven, outcomes-focused, empathetic with schools. - Experience in K-12 education/working with school management preferred, but not essential - Experience building CS playbooks or teams from the ground up. - Proactive, entrepreneurial mindset with a strong comfort level working in early-stage, ambiguous environments. (ref:updazz.com)

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