Senior Manager-Customer Success

Ken42 · India

Who are we:

Ken42 powers institutions across admissions, academics, examinations, student services, placements, alumni, research, and more. Our platform sits at the center of how institutions operate. As a result, implementing Ken42 is rarely just about configuring software. It requires understanding how people, processes, data, and technology come together within an institution. We're looking for individuals who enjoy figuring things out, learning quickly, and working directly with customers to solve real operational challenges. Know more about us at

What we are looking for:

Role: Senior Manager-Customer Success

This role sits at the intersection of product, implementation, operations, and customer success.

You will work closely with universities and educational institutions to implement and optimize the Ken42 Admissions platform. Your responsibility will be to understand customer admission processes, guide them through implementation, drive user adoption, and ensure successful outcomes.

The role requires curiosity, analytical thinking, communication skills, and ownership. We value individuals who can ask the right questions, identify root causes, understand business processes, and guide customers through change.

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Location: Bengaluru

Experience: 8-10 Years

What you’ll do:

Understand Admissions Processes

Every institution has a unique admissions journey. You will work with admission teams to understand application management, eligibility criteria, selection processes, fee collection, counseling workflows, document verification, communication journeys, and enrollment procedures.

Drive Admissions Implementations

Lead customers through the complete implementation lifecycle, including:

• Discovery and requirement-gathering workshops
• Process mapping and solution design
• Configuration and setup
• User Acceptance Testing (UAT)
• Training and change management
• Go-live planning and execution
• Post-implementation support and adoption reviews

Diagnose and Solve Challenges

Investigate process gaps, configuration issues, data inconsistencies, user adoption challenges, and operational bottlenecks. Work closely with Product, Engineering, and Support teams to drive resolution and improvements.

Drive Adoption and Success

Help institutions maximize the value of the Admissions platform by improving process efficiency, user adoption, applicant experience, and operational visibility.

Build Strong Customer Relationships

Act as a trusted advisor for admissions stakeholders, ensuring smooth communication, proactive problem-solving, and successful outcomes throughout the implementation journey.

Learn and Share

Identify recurring customer challenges, best practices, and implementation insights, and help improve future deployments across institutions.

Who will Thrive in this role?

People who enjoy this role are usually curious by nature. They enjoy understanding how things work, asking questions, identifying patterns, and solving problems.

They are comfortable navigating situations where the answer is not immediately obvious and are willing to investigate before jumping to conclusions.

They enjoy working directly with customers, learning new domains, and continuously expanding their understanding of both technology and business processes.

Most importantly, they take ownership and are motivated by helping customers succeed.

Our Ideal Candidate

We are less concerned with prior higher education experience and more interested in how you think. We would love to meet candidates who demonstrate:

• Strong analytical and problem-solving skills
• Structured thinking and attention to detail
• Excellent communication and stakeholder management skills
• Curiosity and a desire to learn
• Ability to identify patterns and connect information across different workflows
• Comfort working in dynamic and evolving environments
• A strong sense of ownership and accountability
• Willingness to travel regularly

Preferred Backgrounds

Candidates may come from a variety of backgrounds, including:

• SaaS Implementations
• Business Analysis
• Product Operations
• Customer Success
• ERP or CRM Implementations
• Technology Consulting
• Operations and Process Improvement
• Business Systems and Workflow Implementations

Technical Background (Good to Have)

Candidates with an engineering or technical background often perform well in this role because they are comfortable understanding systems, workflows, integrations, dependencies, and product behavior.

Prior exposure to SaaS products, CRM platforms, ERP systems, APIs, or software implementations is beneficial but not mandatory.

What Success Looks Like

Within your first year, you should be able to:

- Independently manage multiple customer engagements

- Build working knowledge across several Ken42 modules

- Diagnose customer challenges confidently and systematically

- Build credibility with stakeholders across departments

- Drive successful implementations and strong platform adoption

- Contribute insights that improve future customer deployments