Customer success manager

Role Summary:

The Customer Success Manager acts as the bridge between sales, product, and retention, ensuring Cognitive Botics' 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 Saa S, Ed Tech, or Health Tech. Excellent stakeholder management across B2 B (centres/schools) and B2 C (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