Customer Success Manager

Customer Success Manager (CSM) Classe365 Location: Remote / India Employment Type: Full-time Experience: 25 years in Customer Success, SaaS, Account Management, or Education Technology About Classe365Classe365 is an all-in-one Student Information System (SIS), Learning Management System (LMS), CRM, and student lifecycle management platform designed for educational institutions around the world. We help schools, colleges, universities, academies, training organisations, and education providers manage their entire student lifecyclefrom admissions and enrolment through learning, fees, graduation, and alumni engagement. As we continue to grow globally, we are looking for a highly motivated Customer Success Manager to help our customers get maximum value from the Classe365 platform. The RoleAs a Customer Success Manager, you will be the primary relationship owner for a portfolio of Classe365 customers. Your job is to ensure customers successfully implement, adopt, and continuously get value from Classe365. You will work closely with customers to understand their goals, guide them through the platform, identify opportunities to improve adoption, and proactively address risks before they become problems. This is a highly customer-facing role that requires strong communication, product knowledge, problem-solving skills, and commercial awareness. What You Will OwnCustomer onboarding and implementation Customer adoption and engagement Customer relationships and satisfaction Product training and enablement Customer retention and renewal Identifying expansion and upsell opportunities Customer feedback and product advocacy Customer health and risk management Key Responsibilities1. Customer OnboardingManage new customers through the Classe365 onboarding journey. Understand each institution's requirements, workflows, and implementation goals. Help customers configure their academic structure, users, courses, students, fees, LMS, CRM, and other relevant modules. Conduct onboarding sessions, product demonstrations, and training. Ensure customers reach key implementation and adoption milestones. Work with internal teams to resolve implementation blockers. 2. Customer AdoptionProactively monitor customer usage and engagement. Identify customers who are under-utilising key features or modules. Develop adoption plans to help customers get greater value from Classe365. Conduct regular product training and enablement sessions. Introduce customers to new features, product improvements, and relevant workflows. Encourage customers to adopt Classe365 as a core part of their institutional operations. 3. Relationship ManagementBuild strong, trusted relationships with administrators, academic staff, IT teams, finance teams, and decision-makers. Understand each customer's business and operational objectives. Act as the customer's internal advocate within Classe365. Conduct regular check-ins and business reviews with key customers. Maintain accurate customer records, notes, health status, and action plans. 4. Retention & Customer HealthProactively identify customers who may be at risk of churn. Monitor customer health indicators such as product usage, engagement, unresolved issues, and stakeholder sentiment. Develop and execute recovery plans for at-risk accounts. Ensure renewal conversations begin well before the renewal date. Work with the leadership and sales teams on strategic or high-value accounts. 5. Expansion & Revenue GrowthIdentify opportunities for customers to adopt additional Classe365 modules, users, or services. Understand customer requirements and recommend appropriate solutions. Identify potential upsell and cross-sell opportunities and coordinate with the sales team where appropriate. Help customers understand the business value of expanding their use of Classe365. 6. Product FeedbackGather structured feedback from customers. Identify recurring customer problems, feature requests, and workflow gaps. Communicate meaningful insights to Product and Engineering teams. Help prioritise customer feedback based on business impact and customer demand. Keep customers informed about relevant product developments. 7. Customer AdvocacyIdentify successful customers who can become advocates for Classe365. Support customer testimonials, case studies, reviews, referrals, and other advocacy initiatives. Build strong relationships with customers who can act as references for prospective customers. What We're Looking ForEssential25 years of experience in Customer Success, Account Management, SaaS, EdTech, or a similar customer-facing role. Excellent verbal and written communication skills. Strong ability to build relationships with .