Customer Success Executive

upGrad International · Mumbai, India

upGrad Job Title: Learner Success Mentor Location:

Mumbai Marol

Employment Type: Full Time Job

Description We are looking for a dedicated and student-focused Learner Success Mentor to support and guide our learners throughout their program journey. The ideal candidate will have a passion for mentorship, excellent communication skills, and a strong sense of ownership to help learners stay on track and successfully complete their programs.

Key Responsibilities

● Resolve day-to-day learner queries and ensure timely closures in line with defined SLAs

● Actively mentor learners by providing motivation, academic guidance, and goal-setting support ● Communicate weekly milestones to learners through email, WhatsApp, or phone calls

● Regularly review learner engagement data and update mentorship strategies accordingly

● Manage multiple learners efficiently and support them in identifying their key strengths and areas of growth

Skills Required

● Strong active listening skills to understand learner concerns effectively Excellent English proficiency—both spoken and written

● High degree of customer centricity to meet learner expectations and deliver a positive experience

● Ability to manage time, multitask, and maintain consistent communication

Qualification

● Graduate in any discipline

● Prior experience in mentoring, customer success, or academic support is a plus

Work Details

● 6-day work week

● Weekends mandatory (remote/WFH on weekends)

● 1 weekly off (weekday)