Client Success Manager (9ine Platform)

Role Description

The Client Success Manager (CSM) is the dedicated partner for our school communities, ensuring they achieve maximum value from the 9ine Platform. You will serve as the primary point of contact for assigned school partners, acting as a "teacher first" to understand their unique organizational goals and proactively driving their success through long-term strategic partnerships.

By blending technical proficiency with deep empathy for education leaders, you will help schools navigate the evolving edtech landscape, ensuring our software becomes an essential tool in their daily operations.

Responsibilities

You will be responsible for:

Leading new clients through product setup and initial implementation to ensure a smooth transition to the 9ine Platform.
Developing and delivering comprehensive onboarding programs, including user guides, video tutorials, and webinars.
Building and maintaining trust-based relationships with education leaders and school administrators through regular check-ins.
Increasing user engagement by running collaborative workshops and training sessions to introduce new features and best practices.
Acting as a subject matter expert and internal advocate, gathering client feedback to help product teams enhance usability and functionality.
Identifying challenges in product adoption and providing guidance to help schools achieve their desired outcomes.
Monitoring client health, usage metrics, and satisfaction to reduce churn and identify opportunities for subscription renewals or upselling.
Transitioning freemium or trial clients to paid subscriptions by working closely with the commercial team.
Producing external release notes and "Help Centre" content to empower self-service learning.
Addressing client questions and troubleshoot technical issues professionally, utilizing the Service Desk to meet agreed SLAs.
Delivering clear written and verbal briefings to stakeholders regarding risks, issues, and platform usage trends.
Skills and Experience

1–3+ years of experience in customer success or account management, preferably within the SaaS or software industry.
Exceptional interpersonal and presentation skills, with the ability to build rapport with diverse stakeholders.
Technical Aptitude: Proficient in learning complex software solutions and utilizing CRM tools or service desks.
Ability to analyze user data and metrics to identify trends and develop strategies for increased engagement.
Meticulous detail orientation with the ability to manage multiple projects and concurrent deadlines in a pressured environment.
A relevant degree in Business Management, IT, Software, or Data Protection is preferred.
A deep understanding of the unique pressures and needs of the education sector.
An entrepreneurial mindset, willing to take initiative, think on your feet, and adapt to evolving platform features.
A desire to work across internal departments (PMO, Dev, Commercial) to aid business priorities.
A commitment to personal development and maintaining an enthusiastic, positive attitude.
Professional Development Responsibilities

You will be required to:

Make recommendations about areas of improvement or development within the business.
Drive personal continued professional development in line with the business objectives.
Provide training and support to colleagues within the business and ensure their continuous development.
Identify new trends in technologies and structure training strategies for the team to help them adopt it.
Other Responsibilities

You will need to:

Undertake any other duties as reasonably required.
Work with other departments and colleagues to aid the successful completion of business priorities.
Work effectively as part of the 9ine team.
Showcase excellent organisational skills.
Think on your feet and use your initiative.
Maintain an enthusiastic and positive attitude.
Maintain strong interpersonal skills in order to build and develop relationships.
Have strong communication and presentation skills.
Job Type: Full-time

Benefits:

Health insurance
Paid time off
Provident Fund
Work from home
Application Question(s):

Briefly describe your experience working with or supporting education leaders and school administrators. What do you find most rewarding—and most challenging—about the education sector?
The 9ine Platform requires high-quality training to ensure successful implementation. Please share an example of a training resource (video, guide, or webinar) you’ve created—how did you ensure it was accessible for non-technical users?
If you noticed a school's platform usage metrics were declining, what proactive steps would you take to re-engage them and ensure they continue to see value in the platform?
This role involves troubleshooting technical issues and acting as a subject matter expert on a complex software platform. On a scale of 1–10, how comfortable are you with SaaS products and CRM tools like HubSpot or Salesforce?
While this is a Success role, it involves identifying 'upsell' opportunities and transitioning 'freemium' clients to paid subscriptions. How do you approach these conversations without compromising the 'trusted advisor' relationship?
Education:

Bachelor's (Preferred)
Experience:

customer success or account management: 1 year (Preferred)
Work Location: Hybrid remote in Mumbai, Maharashtra (Mumbai)