Customer Success Manager

Role Summary:

The Customer Success Manager acts as the bridge between sales, product, and retention, ensuring CognitiveBotics’ customers — therapists, centres, schools, and parents — derive maximum value from the platform. The CSM will oversee onboarding, adoption, satisfaction, renewal, and advocacy, aligning customer insights with product evolution.

Key Responsibilities:

• Own post-sales relationship with therapists, centres, and institutional clients (schools, CSR, DEICs).
• Lead onboarding & training for therapists and parents — ensure smooth product adoption.
• Track usage analytics, measure impact, and proactively address churn risks.
• Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.
• Drive renewals, upsells, and referrals, maintaining a strong LTV/CAC ratio.
• Build therapist “ambassador” programs for micro-distribution.
• Support in drafting case studies and success stories for marketing & CSR visibility.
• Conduct periodic customer health reviews with dashboards (usage, satisfaction, feedback).

Profile Requirements:

• 5–8 years in Customer Success & Pre Sales in SaaS, EdTech, or HealthTech.
• Excellent stakeholder management across B2B (centres/schools) and B2C (parents).
• Understanding of early intervention, therapy, or special education ecosystem preferred.
• Strong analytical mindset — ability to read data and act on insights.
• Empathetic communicator — able to handle emotionally sensitive parent interactions.

KPIs:

• Retention Rate (>85%)
• NPS improvement quarter-over-quarter
• Upsell / referral conversions
• Active usage per therapist/centre